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" style="width:100%;height:auto"> l=https%3A%2F%2Fcapintel.io%2F&esheet=54182335&newsitemid=20250121976392&lan=en-US&anchor=CapIntel&index=1&md5=ba1cde18b6c7716af83c311afd2389e1" shape="rect">CapIntel Inc. (CapIntel), a leading investment comparison and proposal tool, today revealed the results of a wide-ranging survey that sheds light on what investors value most in their relationships with financial advisors. The survey, conducted among 1,000 investors in the United States, brings the importance of trust in the advisor-client relationship into sharp focus. Indeed, respondents ranked a breach of trust (61%) above poor performance relative to expectations (54%) as a reason for exiting a relationship with an advisor.

This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20250121976392/en/

Similarly, when selecting an advisor, beyond investment performance, investors say trust is the most important quality they look for, with more than seven in ten (72%) indicating trust is paramount when considering a financial advisor. Meanwhile, about half of investors indicate that investing experience (50%) and offering a holistic view of their financial picture (46%) are also important qualities in an advisor.

Investors underscored the importance of trust throughout the CapIntel survey, which was conducted in late 2024. While trust may seem fundamental—even table stakes—for advisors, achieving it might be more challenging than it appears. The survey revealed that various factors can either build or diminish trust, from understanding a client’s financial health and goals (46%) to clear and accurate information about financial performance (46%). Investors indicated that establishing trust involves more than just the big picture; the small details are equally important.

“We’ve always operated with an informed hypothesis that trust is central to an advisor-client relationship,” said James Rockwood, founder and CEO of CapIntel. “We have also long believed that establishing trust may be more nuanced than many advisors think. We wanted to test our theory by asking investors directly, and it’s interesting to see what they said. Indeed, investors ranked trust as paramount during the wealth management experience. They also highlighted that it can be gained and lost in more ways than advisors might realize. I believe the survey offers great insight into how investors want to engage with their wealth advisors and encourage all advisors to reflect on how they are establishing and creating stronger bonds with their clients.”

Closing the Client Experience Gap

The CapIntel survey found that the overall client experience heavily influences trust in the advisor-client relationship. Investors highlighted several key attributes they consider to be very important attributes in a financial advisor:

• 85% want their advisor to communicate their financial picture clearly.
• 82% value receiving advice in a clear and organized manner.
• 80% expect personalized advice tailored to their unique financial situation.
• 68% believe regular portfolio updates are very important.
• 65% want complex financial scenarios simplified into easy-to-understand terms.
• 63% appreciate an advisor who is readily available when needed.

However, there is an apparent disconnect between these expectations and how advisors are currently perceived. Only 62% of investors rate their advisor as “excellent” in clearly communicating their financial picture, providing personalized advice and presenting information in an organized manner. These gaps indicate that many advisors are not fully meeting client expectations in critical areas of the relationship.

Aligning Communications with Generational Preferences

The role of communication—both in terms of frequency and method—is also top of mind for investors when they think about their advisor relationship. While many would like to maintain or increase the current frequency of communications, their preferred means of communication vary. Phone meetings are the most favored (58%), with in-person (56%) or digital (53%) meetings close behind. Most are currently communicating by phone (67%) or digitally via emails or video meetings (61%).

Regarding these preferred communication methods, the CapIntel survey suggests clear generational differences. Almost three-quarters (73%) of millennials are communicating with their financial advisors digitally, compared to around two-thirds (65%) of Gen X and half (53%) of boomers. Among all generations surveyed, millennials indicate the strongest preference for communicating digitally (69%), significantly higher than Gen X (57%) and boomers (43%). Additionally, millennials place more value on advisors being technically savvy, with 17% ranking it as a top quality in an advisor, compared to just 7% of Gen X and 5% of boomers.

“This survey helped confirm our assumptions about what investors are seeking from their advisors, but it has also highlighted opportunities as an industry,” added Rockwood. “We know the importance of trust in the advisor-client relationship. At CapIntel, we believe leveraging technology to unlock and enable stronger connections is key to establishing and maintaining it [trust]. As we embark on a new year, how will advisors address the disparity between what investors expect and what they deliver? More importantly, do they have the tools and resources to bridge these gaps?”

For the complete survey findings, click here.

To learn more about how CapIntel is transforming the wealth management experience, visit www.capintel.com.

About CapIntel

CapIntel is a B2B fintech company serving financial institutions across North America. Its intuitive, web-based applications are improving the overall experience for wealth professionals and investors alike. The company's mission is to elevate the wealth management industry for better client experience and a significant part of this means growing wealth through investments while creating meaningful conversations between advisors and their clients. Its platform helps financial professionals deliver transparent, data-driven, and personalized information to their clients so they can get a better understanding of their investments and feel at ease knowing their future is secured. With over 20,000 advisors and wholesalers across North America on their platform, CapIntel is transforming the advisor-client experience. See www.capintel.com for more information and follow us on LinkedIn.

About the Survey

The online survey was conducted by independent research firm, Logica Research, from August 26, 2024, to September 3, 2024, among a national sample of 1,000 investors in the U.S. who were 18 and older. All survey respondents worked with a financial advisor and had at least $50,000 in household savings and investable assets, excluding any real estate or retirement funds held by employers.

View source version on businesswire.com: https://www.businesswire.com/news/home/20250121976392/en/