GITNUXREPORT 2025

Customer Experience In The Asset Management Industry Statistics

Asset management emphasizes personalization, digital transformation, and proactive communication strategies.

Jannik Linder

Co-Founder of Gitnux, specialized in content and tech since 2016.

First published: April 29, 2025

Our Commitment to Accuracy

Rigorous fact-checking • Reputable sources • Regular updatesLearn more

Statistic 1

80% of high-net-worth individuals prefer digital channels for interacting with their asset managers

Statistic 2

54% of investors prefer to get investment updates via mobile apps

Statistic 3

82% of clients say they value proactive communication from their asset manager

Statistic 4

58% of asset managers have integrated chatbot technology into their customer service channels

Statistic 5

69% of clients expect real-time updates on their portfolio performance

Statistic 6

55% of clients prefer using digital self-service portals

Statistic 7

65% of asset managers say that improving digital customer engagement has resulted in increased revenue

Statistic 8

69% of content shared with clients is now digital, including video, articles, and webinars

Statistic 9

86% of clients expect consistent communication across all channels

Statistic 10

38% of investors prefer to communicate with their asset managers via digital messaging platforms

Statistic 11

79% of firms have increased their social media engagement to improve customer relevance

Statistic 12

76% of clients would like to receive investment updates more frequently, such as weekly instead of monthly

Statistic 13

47% of investors prefer receiving tailored educational content from their asset managers

Statistic 14

59% of clients feel that digital tools help them better understand their investment portfolios

Statistic 15

48% of clients access virtual meetings for consultations more than once a quarter

Statistic 16

81% of asset management firms plan to adopt more remote and hybrid client engagement models

Statistic 17

78% of clients expect consistent, high-quality digital interaction regardless of device or platform

Statistic 18

69% of asset managers believe enhanced frontline digital support increases client engagement

Statistic 19

78% of asset management clients rate personalized experiences as a key factor in choosing providers

Statistic 20

65% of clients are willing to switch firms after a poor customer service experience

Statistic 21

59% of investors feel that transparency in fees significantly impacts their satisfaction

Statistic 22

45% of clients would consider switching to a competitor after just one poor digital experience

Statistic 23

30% of asset managers report a significant increase in client satisfaction after implementing AI-driven customer service tools

Statistic 24

70% of asset management firms expect client experience to be their top competitive differentiator in the next five years

Statistic 25

85% of clients are more likely to stay with a firm that offers tailored investment solutions

Statistic 26

76% of clients say that quick resolution of issues increases their overall satisfaction

Statistic 27

78% of asset managers utilizing CRM systems report improved client retention

Statistic 28

83% of customers would recommend a firm after a positive customer service experience

Statistic 29

70% of senior executives see customer experience investments as their top priority

Statistic 30

61% of clients value sustainable investing options, which impacts their overall satisfaction

Statistic 31

68% of clients believe faster response times enhance their customer experience

Statistic 32

74% of clients are more satisfied with their firms if they can access holistic digital dashboards

Statistic 33

66% of asset managers believe that integrating ESG data into customer experience strategies improves client retention

Statistic 34

53% of firms are developing or planning to develop personalized digital client portals

Statistic 35

62% of firms have focused on enhancing their digital onboarding experience to reduce client dropout

Statistic 36

75% of clients express an increased sense of trust when their digital experiences are seamless and secure

Statistic 37

67% of asset management firms plan to increase investment in client analytics tools

Statistic 38

48% of high-net-worth investors want more personalized digital experiences

Statistic 39

65% of firms believe client data analytics are critical to improving services

Statistic 40

79% of asset management clients are willing to share more data if it results in better service and more personalized offerings

Statistic 41

54% of asset managers plan to leverage AI to personalize investment advice

Statistic 42

65% of firms track customer journey analytics to identify pain points and improve service delivery

Statistic 43

72% of asset managers are investing in digital transformation to improve client interactions

Statistic 44

44% of clients use multiple digital platforms to manage their investments

Statistic 45

62% of millennials in the assets space prefer investing through digital platforms rather than traditional advisors

Statistic 46

54% of asset management firms have enhanced their mobile app functionalities in the last year

Statistic 47

63% of clients consult digital reviews and ratings before choosing an asset manager

Statistic 48

77% of firms believe that client onboarding processes could be improved with digital solutions

Statistic 49

60% of asset management clients access their accounts via mobile at least weekly

Statistic 50

83% of asset management firms consider digital literacy as essential for customer service staff

Statistic 51

73% of asset managers see improving digital onboarding processes as a major growth opportunity

Statistic 52

55% of clients see digital literacy as critical for understanding complex financial products

Slide 1 of 52

Sources

Our Reports have been cited by:

Trust Badges - Publications that have cited our reports

Key Highlights

78% of asset management clients rate personalized experiences as a key factor in choosing providers
65% of clients are willing to switch firms after a poor customer service experience
72% of asset managers are investing in digital transformation to improve client interactions
59% of investors feel that transparency in fees significantly impacts their satisfaction
80% of high-net-worth individuals prefer digital channels for interacting with their asset managers
45% of clients would consider switching to a competitor after just one poor digital experience
67% of asset management firms plan to increase investment in client analytics tools
54% of investors prefer to get investment updates via mobile apps
82% of clients say they value proactive communication from their asset manager
30% of asset managers report a significant increase in client satisfaction after implementing AI-driven customer service tools
70% of asset management firms expect client experience to be their top competitive differentiator in the next five years
85% of clients are more likely to stay with a firm that offers tailored investment solutions
44% of clients use multiple digital platforms to manage their investments

In an industry where 78% of clients prioritize personalized experiences and 65% are willing to switch firms after poor service, the asset management sector is racing to leverage digital innovation, analytics, and proactive communication to redefine client satisfaction and secure lasting loyalty.

Client Communication and Engagement

80% of high-net-worth individuals prefer digital channels for interacting with their asset managers
54% of investors prefer to get investment updates via mobile apps
82% of clients say they value proactive communication from their asset manager
58% of asset managers have integrated chatbot technology into their customer service channels
69% of clients expect real-time updates on their portfolio performance
55% of clients prefer using digital self-service portals
65% of asset managers say that improving digital customer engagement has resulted in increased revenue
69% of content shared with clients is now digital, including video, articles, and webinars
86% of clients expect consistent communication across all channels
38% of investors prefer to communicate with their asset managers via digital messaging platforms
79% of firms have increased their social media engagement to improve customer relevance
76% of clients would like to receive investment updates more frequently, such as weekly instead of monthly
47% of investors prefer receiving tailored educational content from their asset managers
59% of clients feel that digital tools help them better understand their investment portfolios
48% of clients access virtual meetings for consultations more than once a quarter
81% of asset management firms plan to adopt more remote and hybrid client engagement models
78% of clients expect consistent, high-quality digital interaction regardless of device or platform
69% of asset managers believe enhanced frontline digital support increases client engagement

Client Communication and Engagement Interpretation

As digital channels continue to reshape asset management—from real-time updates and proactive communication to virtual consultations—industry leaders recognize that embracing technology isn't just about staying current; it's essential for building trust, boosting revenue, and ensuring clients feel both connected and informed in an increasingly virtual world.

Client Satisfaction and Retention

78% of asset management clients rate personalized experiences as a key factor in choosing providers
65% of clients are willing to switch firms after a poor customer service experience
59% of investors feel that transparency in fees significantly impacts their satisfaction
45% of clients would consider switching to a competitor after just one poor digital experience
30% of asset managers report a significant increase in client satisfaction after implementing AI-driven customer service tools
70% of asset management firms expect client experience to be their top competitive differentiator in the next five years
85% of clients are more likely to stay with a firm that offers tailored investment solutions
76% of clients say that quick resolution of issues increases their overall satisfaction
78% of asset managers utilizing CRM systems report improved client retention
83% of customers would recommend a firm after a positive customer service experience
70% of senior executives see customer experience investments as their top priority
61% of clients value sustainable investing options, which impacts their overall satisfaction
68% of clients believe faster response times enhance their customer experience
74% of clients are more satisfied with their firms if they can access holistic digital dashboards
66% of asset managers believe that integrating ESG data into customer experience strategies improves client retention
53% of firms are developing or planning to develop personalized digital client portals
62% of firms have focused on enhancing their digital onboarding experience to reduce client dropout
75% of clients express an increased sense of trust when their digital experiences are seamless and secure

Client Satisfaction and Retention Interpretation

In an industry where just 78% of clients crave personalized experiences and 70% see customer experience as the premier competitive edge, asset managers are racing to replace outdated methods with AI, ESG insights, and sleek digital dashboards—proving that in asset management, trust and satisfaction are not just benefits but the new currency of the future.

Data Analytics and Personalization

67% of asset management firms plan to increase investment in client analytics tools
48% of high-net-worth investors want more personalized digital experiences
65% of firms believe client data analytics are critical to improving services
79% of asset management clients are willing to share more data if it results in better service and more personalized offerings
54% of asset managers plan to leverage AI to personalize investment advice
65% of firms track customer journey analytics to identify pain points and improve service delivery

Data Analytics and Personalization Interpretation

With nearly three-quarters of asset managers poised to harness the power of analytics and AI, the industry is clearly betting that smarter data-driven personalization—not just better portfolios—will win the trust and loyalty of today's discerning high-net-worth clients.

Digital Transformation and Technology Adoption

72% of asset managers are investing in digital transformation to improve client interactions
44% of clients use multiple digital platforms to manage their investments
62% of millennials in the assets space prefer investing through digital platforms rather than traditional advisors
54% of asset management firms have enhanced their mobile app functionalities in the last year
63% of clients consult digital reviews and ratings before choosing an asset manager
77% of firms believe that client onboarding processes could be improved with digital solutions
60% of asset management clients access their accounts via mobile at least weekly
83% of asset management firms consider digital literacy as essential for customer service staff
73% of asset managers see improving digital onboarding processes as a major growth opportunity
55% of clients see digital literacy as critical for understanding complex financial products

Digital Transformation and Technology Adoption Interpretation

As asset management firms double down on digital investments—recognizing that millennials prefer the digital realm, clients judge firms by online reviews, and mobile access is now a weekly ritual—the industry is racing to transform client interactions from traditional handshakes to seamless, tech-driven experiences where digital literacy and ever-evolving platforms are the new keys to trust and growth.