A recent survey from Corporate Insight (CI) sought to understand investors’ digital expectations: their preferences, habits and levels of satisfaction with the brokerage digital experience. CI analysts will discuss results from this survey in a webinar entitled “Digital Expectations: Self-Directed & Advised Client Brokerage Experiences,” which will take place on Tuesday, September 15 at 2:00 p.m. EST.

Our webinar will help you better understand what drives investor satisfaction by evaluating customer behaviors, preferences and digital platform usage. Throughout the webinar, we will pay special attention to distinctions and similarities we’ve found between self-directed and advised clients—one of the most important ways brokerage firms segment their customer bases.

We’ll cover the most pressing investor concerns according to two comprehensive surveys

To best understand investors’ digital expectations, we surveyed respondents who maintain at least one brokerage account that they access via their firm’s website at least once a month. The survey questions covered a variety of digital experience topics, from accessing account information to website design, navigation and ease of use to investment research capabilities. We also asked questions that assessed important broad industry trends like consolidation and holistic financial account management, the rise of ESG/SRI investing and the role cybersecurity plays in clients’ financial lives. We fielded a second survey on clients’ and firms’ responses to COVID-19 in April 2020, the results of which we analyze in a special section of the webinar.

We fielded a second survey on clients’ and firms’ responses to COVID-19 in April 2020, the results of which we analyze in a special section of the webinar.

Some interesting findings emerged in our analysis of investors’ digital expectations

Because we monitor both full-service and discount brokerage firms, we break down the data into advised versus self-directed clients. In doing so, we identify the following key trends that continue to separate the two segments, including:

  • Self-directed respondents still desire better trade and research tools
  • Both segments use their brokerage accounts differently and with different frequencies

That said, we found more similarities between the two segments than differences. We identify several key trends that bring the two segments more closely together than ever before, including:

  • Both segments want holistic financial account management
  • Advised respondents now want the same quality self-service features that self-directed clients enjoy

Register here for the Digital Expectations: Self-Directed & Advised Client Brokerage Experiences Webinar today!

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