Stores & Success Metrics
Redefining Success Measures in a Marketplace of Multiple Relationships and Lower Share of Wallet – a Quantitative Report
Order Report - Stores & Success Metrics: Redefining Success Measures in a Marketplace of Multiple Relationships and Lower Share of Wallet – a Quantitative Report
Report Overview
Stores & Success Metrics: Redefining Success Measures in a Marketplace of Multiple Relationships and Lower Share of Wallet delivers key competitive intelligence and insights to understand select customer loyalty measures.
This report reveals the Hearts & Wallets Top Performer financial services firms, those cited most often by their customers, for customer loyalty measures and trust.
Select Key Findings
- Consumer share of wallet is dropping at leading financial services firms as people spread their wallet around by adding more stores.
- Trust scores are declining with younger consumers.
- Ameriprise, Charles Schwab, Edward Jones, Morgan Stanley and USAA are Top Performer firms for most likely to recommend by their customers.
How This Report Helps
Marketing, product and advice/digital design professionals will benefit from the actionable data and insights in this report to:
- Gain insights to respond to consumer deconsolidation and industry-wide drops in share of wallet for leading firms.
- Understand the loyalty measures of success and Top Performer firms and the critical role of trust to shape programs going forward.
About the Hearts & Wallets Investor Quantitative™ Database
The Hearts & Wallets Investor Quantitative™ Database (IQDB) is the comprehensive resource for understanding and analyzing behaviors and attitudes of retail savers and investors. With over 1,600 fields and derived variables, the breadth and depth of topics covered is designed with decades of hands-on experience in the marketing, product, service and research functions it serves. The database covers consumers of all age and wealth segments, with over 5,000 annual responses to an online survey fielded mid-year since 2010. The large sample size of over 45,000 U.S. households permits sizing and profiling of virtually any demographic, behavioral or attitudinal definition for consumer groups. Its national weighting methodology allows for comparisons across years and customer/shareholder bases of leading firms.
Sample Report Pages
Executive Summary
Key Findings & Implications, Favorite Statistics, Related Research
Summary of Stores who Rank Highest in Success Metrics
Summary of Top Performer Stores on Select Loyalty Measures
Consumers Increase Firm Relationships
Percent and Average Number of Saving & Investing Relationships, National, By Investable Assets, By Lifestage, By Year
Relationships in Different Inside Advice<sup>®</sup> Categories
Consumers Spreading Their Money Around
Share of Wallet (Consumer-Reported), Percent with Majority (76%-100%), By Investable Assets, By Lifestage, by Year
Share of Wallet Dropping At Most Stores
Serve as Primary Store, Main Retirement Advice, and Connections between Primary Store and Retirement Advice, All Customer Types
Share of Wallet: Mean, Distribution, Percent of Customers with Majority (75%+), by Store, All Customer Types
Customers with 3+ Account Types, by Store, All Customer Types
National Brands Growing Reach, But Share of Assets Mixed
Top Stores for % Household Relationships: All Customer Types, By Investable Assets, by Year
Top 5 Stores for Reach & Asset Share of U.S. Retail Consumer Investable Assets, by Year
Troubling Trust Measures for the Young
Trust: National, By Lifestage, By Investable Assets, By Store
Likelihood to Invest More, National, by Investable Assets, by Store, by Consumer Perception of Inside Advice<sup>®</sup> Grid Placement
Intent to Recommend: National, by Store, by Lifestage
Inside Advice® Benchmarking Overall Scores by All Advice & Guidance Experiences, by Inside Advice<sup>®</sup> Category
Hearts & Wallets Loyalty Predictor, by Store, All Customer Types
Appendix
Terminology & Definitions, Sample Sizes
Index of Companies
American Funds
Ameriprise
Bank of America/Merrill Lynch
Capital One
Charles Schwab
Citibank
E*Trade
Edward Jones
Fidelity
JP Morgan Chase
Morgan Stanley
PNC
TD Ameritrade
TIAA
T. Rowe Price
USAA
Vanguard
Wells Fargo Enterprise/Wells Fargo Advisors/Wells Fargo Bank
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