The Client Monitor® is a new client evaluation service for financial advisors using a proprietary survey program called Client Monitor® . This breakthrough service allows advisors to scientifically gather feedback from their own client base and measure: customer satisfaction, trust, customer loyalty, cross selling opportunities, at-risk relationships, value perceptions, service gaps and client delight. Advisors will also be able to see how they rank against their clients’ other advisors and the industry as a whole.

Client Monitor® has been designed with the following foundations: Confidentiality, Security, Measurement, Objectivity, and Cost-Effectiveness.

Confidential – Advisors direct their own clients to the site and therefore have total control. No one will ever have access to your client or their responses. And their responses will be confidential and only used in aggregate.

Secure – Client Monitor® is completely secure. No one will ever have access to an advisor’s client list (including PMG) or have access to the information provided by their clients.

Measurable – You already know your client. Client Monitor® allows advisors to better understand the way your customers think and feel. Not only does it statistically validate how clients feel on a variety of issues (including satisfaction, trust, loyalty, and what cross-selling opportunities may exist); advisors also have the ability to see how they rank against other Canadian advisors. Advisors have access to standard measurement tools, such as client meeting evaluations and customer satisfaction, while receiving responses delivered in a clear, concise format that is easy to read and most importantly, actionable.

Objective – As the research is performed by a third party research company, customers will be more likely to provide an honest assessment and frank responses.

Cost-Effective – Since all advisors apply the same model, Client Monitor® allows advisors to measure and evaluate their most important asset, client relationships, at a fraction of the cost of traditional research. 

• The Client Monitor® will identify and report on the client’s:

  • Level of trust for you
  • Customer Satisfaction with your services
  • Propensity to provide a referral
  • Feeling on your last meeting
  • Satisfaction with the performance of their investments
  • Your ranking against their other financial advisors
  • Types of communication that they would find useful
  • Desired frequency of contact
  • Performance Gaps and Deficiencies

The use of Client Monitor® will help you retain your clients, grow your business, improve your close ratio and garner more referrals.