DALBAR featured on Investment Executive

DALBAR featured on Investment Executive

A DALBAR report, Investor Insights: COVID-19 and Financial Advice, from August 2020 was featured recently in an article on Investment Executive’s website.

The post, titled “Investors more confident in advisors after Covid downturn: report,” shares the key findings from the DALBAR study, including the core contributors to investor confidence and client satisfaction following the COVID-19 market crisis.

Main Takeaways

The report surveyed nearly 1,000 North American investors and found a significant increase in customer satisfaction when clients received proactive communications from their financial advisors amid the COVID-19 pandemic.

As stated in the study, “Investors who received proactive communication reported a satisfaction score of […] Read more

DALBAR Finds Gaps in COVID Safety Protocols Among North American Bank Branches by Deploying its Secret Shopping Abilities

DALBAR Finds Gaps in COVID Safety Protocols Among North American Bank Branches by Deploying its Secret Shopping Abilities

(Thornhill, ON, September 17, 2020) Dalbar Inc., the financial community’s leading independent expert for evaluating, auditing and rating business practices, customer performance, product quality and service, released findings for a first of its kind, COVID-19 Crisis: In Branch Spot Check Study. Bank clients across North America remain anxious about visiting their local bank branches during the current health crisis. COVID-19 has forced banks to implement additional health safety measures for the protection of clients as well as team members. DALBAR examined how well the leading banks in North America have adapted to the evolving crisis. The banks evaluated in the […] Read more

Against All Odds: DALBAR’s History

Against All Odds: DALBAR’s History

DALBAR is an award-winning financial services market research firm that prides itself on the remarkable progress it has made within the financial space since its inception. DALBAR was founded in 1976 by CEO Louis S. Harvey – or, as he is known to his colleagues, Lou – and its humble history highlights the importance of cultivating aspirations and persevering against all odds.

DALBAR’s Founder & CEO

Lou has always been an entrepreneur who dreamed big. His business career began in Jamaica, where he initially worked at IBM counting inventory. However, once the inventory was counted, Lou took it upon himself to learn […] Read more

DALBAR Canada’s 2020 Trends & Best Practices in Investor Statements: Identifying Leaders in Mutual Fund, Segregated Fund and Retirement Statements

DALBAR Canada’s 2020 Trends & Best Practices in Investor Statements: Identifying Leaders in Mutual Fund, Segregated Fund and Retirement Statements

We live in a world overloaded with information, making it crucial for businesses to offer clients the data they need in a clear, concise, and timely manner. In order to successfully meet the needs of clients, financial institutions must gain a thorough understanding of what investors are seeking in terms of their financial statements.

To help financial institutions with this, DALBAR surveyed Canadian investors and compiled a detailed review of effective investor statements in the 2020 Trends & Best Practices in Investor Statements: Identifying Leaders in Mutual Fund, Segregated Fund and Retirement Statements study.

Investor Statement Preferences Highlights

DALBAR Canada surveyed a diverse […] Read more

COVID-19 Crisis: In-Branch Financial Services Experience Review

COVID-19 Crisis: In-Branch Financial Services Experience Review

In recent months, the COVID-19 pandemic has forced many financial institutions to modify the delivery of their in-person service, for the protection of both their team members and clients. To gain more insights into how COVID-19 has impacted clients of financial institutions, as well as in-branch experiences, in May 2020 DALBAR Canada polled a broad range of Canadians in a survey.

Investment Behaviour

During times of market volatility, investors tend to react out of panic and underperform, according to DALBAR’s annual Quantitative Analysis of Investor Behaviour (QAIB) report. Of the 203 survey participants, however, 46% reported no change in their investment behaviours […] Read more

DALBAR 2020 Quantitative Analysis of Investor Behavior

DALBAR 2020 Quantitative Analysis of Investor Behavior

As 2020 progresses, there is no doubt that the COVID-19 pandemic and its impacts are unlike anything DALBAR – or the world, for that matter – has ever experienced.

The global health crisis has taken a toll on the economy and stock markets, and investors are now left with a feeling of uncertainty with regards to how they should respond with their assets.

When it comes to financial decisions, timing can be everything. DALBAR has just released the 26th annual Quantitative Analysis of Investor Behavior (QAIB) report, to help financial advisors understand the effects of investor decisions to buy, sell, and switch […] Read more

Coronavirus and the Financial Services Contact Center

Coronavirus and the Financial Services Contact Center

As coronavirus (COVID-19) continues to affect the financial services sector, it’s a good time to look at how the industry is able to adapt to the changing business landscape. From March 18th to March 20th, we held a town hall to look at the impact of COVID-19 on contact centres for financial services. At the time of the survey, two-thirds of the offices surveyed were still open, with measures being taken to ensure safety, such as physically spacing contact centre representatives (CSRs), additional sanitization, and asking CSRs with remote capability to work from home.

Although recent years have seen a trend […] Read more

Robo-advisers beat these human advisers – sorry, salespeople – any day

Robo-advisers beat these human advisers – sorry, salespeople – any day

By Rob Carrick, February 13, 2020

Robo-advisers are struggling to find customers and one explanation is that people prefer the human touch when getting financial help.

But who are these humans we turn to for advice in understanding the complexities of investing, retirement and other matters? A new study from the industry consulting firm Dalbar Inc. shows that a lot of them are just salespeople, who want to sell mutual funds and guaranteed investment certificates.

Brilliant people – smart, prepared, sympathetic and insightful – work in the financial planning and the investment advice worlds. But they’re outnumbered by legions of people who […] Read more

RBC Ranks #1 Among Big Five Banks Supporting Canadians with Retirement

RBC Ranks #1 Among Big Five Banks Supporting Canadians with Retirement

(Toronto, ON. February 5, 2020) DALBAR Inc., the financial community’s leading independent expert for evaluating, auditing and rating business practices, customer performance, product quality and service, released findings from its inaugural National Retirement Study. A first of its kind, the study was undertaken to assess how well the Big Five Banks handled retirement conversations through its retail branch network. A secondary evaluation was conducted with additional banks, credit unions, and regional financial institutions to round out the study. RBC ranked #1 amongst the Big Five Banks providing the strongest level of support to Canadians who are worried about their retirement […] Read more

2019 DALBAR Retirement Study: How Financial Advisor Designations can Affect Customer Experience

2019 DALBAR Retirement Study: How Financial Advisor Designations can Affect Customer Experience

When providing a service, the perception of preparedness can play a crucial role in customer satisfaction. This fact is highlighted in the recent 2019 DALBAR Retirement Study, which analyzed customer interactions with advisors at several financial institutions during retirement planning appointments.

The findings of this study show that a variety of factors can have an impact on a customer’s overall perception of an interaction, including how prepared an advisor seems when coming into the appointment, how confident they are in explaining the material, and the potential impact advisor designation can have. This study provides a comprehensive examination of these factors, as […] Read more