Service Survey 2010
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YOUR COMMITMENT
10-15 minutes to complete a survey on service in the investment advisory business. You must thoroughly complete this survey and provide your email address for your rewards.

OUR COMMITMENT
We will send you an advanced copy of the results containing industry trends and best practices for delivering excellent service. The more information each person provides, the more valuable this report will be to you.

PLEASE SUBMIT ONLY ONE SURVEY PER TEAM. If you know of other excellent practices who would like to participate in this survey, please forward them our information.

Thank you!

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Please tell us how effective you are in the following activities. Your answers will be used to identify areas of need within the industry as well as identifying successes and best practices.

	Needs significant improvement	Needs some improvement	Works well	Works extremely well	Not sure
Communicating with clients on a proactive basis (you initiate contact)	*Please tell us how effective you are in the following activities. Your answers will be used to identify areas of need within the industry as well as identifying successes and best practices. Communicating with clients on a proactive basis (you initiate contact) Needs significant improvement	Communicating with clients on a proactive basis (you initiate contact) Needs some improvement	Communicating with clients on a proactive basis (you initiate contact) Works well	Communicating with clients on a proactive basis (you initiate contact) Works extremely well	Communicating with clients on a proactive basis (you initiate contact) Not sure
Responding to client inquiries and requests (client service, reactive)	Responding to client inquiries and requests (client service, reactive) Needs significant improvement	Responding to client inquiries and requests (client service, reactive) Needs some improvement	Responding to client inquiries and requests (client service, reactive) Works well	Responding to client inquiries and requests (client service, reactive) Works extremely well	Responding to client inquiries and requests (client service, reactive) Not sure
Responding to service problems or mistakes	Responding to service problems or mistakes Needs significant improvement	Responding to service problems or mistakes Needs some improvement	Responding to service problems or mistakes Works well	Responding to service problems or mistakes Works extremely well	Responding to service problems or mistakes Not sure
Conducting client appreciation activities or events	Conducting client appreciation activities or events Needs significant improvement	Conducting client appreciation activities or events Needs some improvement	Conducting client appreciation activities or events Works well	Conducting client appreciation activities or events Works extremely well	Conducting client appreciation activities or events Not sure
Showing your clients that you appreciate their business	Showing your clients that you appreciate their business Needs significant improvement	Showing your clients that you appreciate their business Needs some improvement	Showing your clients that you appreciate their business Works well	Showing your clients that you appreciate their business Works extremely well	Showing your clients that you appreciate their business Not sure
Exceeding your clients' expectations	Exceeding your clients' expectations Needs significant improvement	Exceeding your clients' expectations Needs some improvement	Exceeding your clients' expectations Works well	Exceeding your clients' expectations Works extremely well	Exceeding your clients' expectations Not sure
Capturing all or most of your clients’ investment assets	Capturing all or most of your clients’ investment assets Needs significant improvement	Capturing all or most of your clients’ investment assets Needs some improvement	Capturing all or most of your clients’ investment assets Works well	Capturing all or most of your clients’ investment assets Works extremely well	Capturing all or most of your clients’ investment assets Not sure
Anticipating your clients' NON-financial needs	Anticipating your clients' NON-financial needs Needs significant improvement	Anticipating your clients' NON-financial needs Needs some improvement	Anticipating your clients' NON-financial needs Works well	Anticipating your clients' NON-financial needs Works extremely well	Anticipating your clients' NON-financial needs Not sure
Getting to know your clients' family members	Getting to know your clients' family members Needs significant improvement	Getting to know your clients' family members Needs some improvement	Getting to know your clients' family members Works well	Getting to know your clients' family members Works extremely well	Getting to know your clients' family members Not sure
Client experience when they visit your office	Client experience when they visit your office Needs significant improvement	Client experience when they visit your office Needs some improvement	Client experience when they visit your office Works well	Client experience when they visit your office Works extremely well	Client experience when they visit your office Not sure
Client experience when they call your office	Client experience when they call your office Needs significant improvement	Client experience when they call your office Needs some improvement	Client experience when they call your office Works well	Client experience when they call your office Works extremely well	Client experience when they call your office Not sure
Overall service that you deliver	Overall service that you deliver Needs significant improvement	Overall service that you deliver Needs some improvement	Overall service that you deliver Works well	Overall service that you deliver Works extremely well	Overall service that you deliver Not sure

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What weight (%) do your clients place on each of these factors when working with you? Should total 100%.

What weight (%) do your clients place on each of these factors when working with you? Should total 100%. Advice/Competence
Portfolio Performance
Service

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Do you segment the clients within your book of business?

Do you segment the clients within your book of business? No

Yes (Indicate number of segments below)

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Service Survey 2010Exit this survey >>

*Please tell us how effective you are in the following activities. Your answers will be used to identify areas of need within the industry as well as identifying successes and best practices.

*What weight (%) do your clients place on each of these factors when working with you? Should total 100%.

*Do you segment the clients within your book of business?

Service Survey 2010
Exit this survey >>

*
Please tell us how effective you are in the following activities. Your answers will be used to identify areas of need within the industry as well as identifying successes and best practices.

*
What weight (%) do your clients place on each of these factors when working with you? Should total 100%.

*
Do you segment the clients within your book of business?