Kathleen Whalen, managing director at DALBAR, Inc., had some interesting news for the B/D community during and after her session at the FPA’s Broker/Dealer conference on Friday, February 1. According to a recent DALBAR survey, B/Ds are doing pretty well.
Boston-based DALBAR performs research into how well companies and clients meet each other’s expectations. The company has gathered a vast body of information on the financial services industry, and offers distillations of that information to help B/Ds improve their businesses and attract reps.
The respondents to a DALBAR survey of 3,645 financial professionals from 368 broker/dealers found a high level of satisfaction with their B/Ds, Whalen said. After her session at the conference, Whalen pointed out that when compared with benchmark companies such as Disney and Southwest Airlines, the financial services industry held its own with caller satisfaction, an area in which it has not promoted its expertise.
Whalen noted that DALBAR’s research showed that there are areas where B/Ds could improve, particularly in helping reps grow their businesses.
The DALBAR survey on reps’ assessments of their broker/dealers was conducted from July through September of 2001, by mail and online.