Adviser satisfaction index released

Using the indices, licensees can gauge how advisers rate them in relation to their competitors, their perceived strengths and weaknesses and their opportunities for business growth, according to My Dealer Group and TFI.

This research is “critical” to the survival of licensees in a post-FOFA environment, according to Pinnacle Practice director Anne Fuchs.

“Dealer groups benefit from this kind of analysis because they can see what advisers value and adjust their service offerings to meet the market,” she said.

The indices include and adviser loyalty index, with a net promoter score (NPS) measuring loyalty and adviser retention, and a licensee service quality index (SQI).

“[NPS diagnosis] is an indicator of business health,” said principal of TFI, Kathleen Tepana.

“The SQI reveals the underlying drivers of adviser satisfaction and reasons for likely growth so that a licensee can implement a plan to remain relevant and rectify any problem,” Tepana added.

The indices are derived from The Adviser Satisfaction Survey which measures licensee service satisfaction levels.