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Managing expectations with investment management
New research from Deloitte examines the factors that help investment managers deliver a positive client experience. Tony Gaughan explains why this is vital in making investment decisions.
When it comes to client decisions in investment management (IM), there is little doubt that the key driver of satisfaction is investment performance. Recent research by Deloitte has found this is closely backed up by client experience, with 76% of respondents to a recent study claiming it as a major factor in decision making.
Yet, despite this finding, very little is understood about what precisely drives client satisfaction. What does client experience mean and what is it that really matters?