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Client feedback and survey software firm NEXA Insights argues that its offerings help wealth managers to engage more fully with clients, win new ones and improve the client experience, citing its work with US-based Mariner Wealth Advisors.

For example, such data-gathering tools helped Mariner to understand its net promotor score (NPS) – an important way of measuring how likely clients would recommend a company. 

“The survey results [with Mariner] confirmed that our clients are interested, engaged, and find value in the services we offer,” Christa Spencer, senior vice president of marketing and communications at Mariner Wealth Advisors, said. “It really translates to just having the facts and then using those facts to formulate or confirm your plan of action.”

The example comes at a time when this news service continues to look at how wealth managers in the US and abroad track and monitor the client experience – often one of the main ways that businesses in the sector can stand apart from rivals. 

Mariner Wealth Advisors – which has 70 offices across the US – wanted to have a better understanding of its performance and client sentiment, increase client engagement, and discover potential risks and opportunities within their client base. As part of this, it wanted data, and engaged NEXA Insights to help create a long-term strategy for ongoing referrals and client satisfaction and retention. 

“The survey also showed areas where we could provide more information or services to clients,” added Spencer. “In addition, clients were able to provide referrals, directly within the survey tool if desired, which allowed us to put an ROI on the survey,” Christa Spencer, senior vice president of marketing and communications at Mariner Wealth Advisors, said. 

“We believe that client surveys can become your superpower, providing you with data that confirms where your firm excels, reveals where there are opportunities or issues, and shows how you stack up against your competitors,” Chris Manker, founder of NEXA Insights, said. 

After customizing Mariner Wealth Advisors’ survey by combining NEXA’s library of survey questions with questions that Mariner wanted, NEXA sent the survey to Mariner’s client base. Almost 41 per cent of over 13,700 invited clients responded – a high response rate for a campaign of that size, NEXA said.