GITNUXREPORT 2025

Customer Experience In The Wealth Management Industry Statistics

Personalized, seamless digital experiences drive loyalty and retention in wealth management.

Jannik Linder

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

First published: April 29, 2025

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Statistic 1

84% of high-net-worth individuals prioritize personalized wealth management experiences

Statistic 2

65% of wealth management customers prefer virtual meetings over in-person consultations

Statistic 3

73% of clients say they value transparency in fees and charges over other factors

Statistic 4

68% of wealth management clients want personalized investment advice delivered digitally

Statistic 5

59% of clients expect their wealth management advisor to proactively suggest new investment opportunities

Statistic 6

62% of high-net-worth clients prefer a single point of contact for all their wealth management needs

Statistic 7

47% of wealth management investors prefer to interact via secure messaging platforms for sensitive discussions

Statistic 8

83% of clients expect their wealth management firms to adapt quickly to technological changes

Statistic 9

65% of high-net-worth individuals are interested in robo-advisors for certain parts of their portfolio

Statistic 10

72% of clients value consistency in their experience across digital and in-person channels

Statistic 11

88% of wealth management firms utilize data analytics to improve client experience

Statistic 12

45% of clients feel that personalized service is the most significant factor influencing their loyalty

Statistic 13

65% of wealthy investors are willing to pay a premium for exceptional customer service

Statistic 14

87% of clients expect digital communication to be secure and confidential

Statistic 15

69% of clients prefer quick response times (under 24 hours) from their wealth manager

Statistic 16

79% of high-net-worth individuals say digital tools improve their overall portfolio management experience

Statistic 17

58% of clients report that transparency in portfolio performance tracking influences their investment decisions

Statistic 18

60% of wealth management clients expect continuous digital engagement even outside traditional service hours

Statistic 19

78% of clients are willing to switch providers after poor customer service

Statistic 20

54% of high-net-worth individuals say that seamless onboarding experiences influence their loyalty

Statistic 21

92% of clients are more likely to stay with a provider that offers proactive service notifications

Statistic 22

80% of customers who have a positive experience with their wealth manager are more likely to refer others

Statistic 23

67% of wealth management firms plan to increase investment in AI-driven customer experience solutions

Statistic 24

90% of wealth management firms believe CX improvements lead directly to higher client retention

Statistic 25

54% of clients are more likely to stay loyal if their provider offers educational resources about investments

Statistic 26

42% of wealth management firms consider client onboarding experience as their top CX priority

Statistic 27

66% of wealth management clients are more likely to recommend their provider after a positive experience

Statistic 28

89% of wealth management firms believe that improving customer experience is critical to their growth strategy

Statistic 29

Clients with digital access are 2.5 times more likely to be satisfied with their wealth management services

Statistic 30

48% of wealth management firms report that improving client digital experiences is a top strategic priority

Statistic 31

77% of high-net-worth investors use mobile apps to monitor their portfolios regularly

Statistic 32

53% of clients feel dissatisfied when digital platforms are difficult to navigate

Statistic 33

76% of customers report that easy access to their account information enhances their satisfaction

Statistic 34

74% of wealth management firms plan to expand their use of AI and machine learning to enhance customer experience

Statistic 35

41% of clients feel that their expectations are not consistently met due to poor communication

Statistic 36

85% of customers report that personalized communication enhances their trust in their wealth manager

Statistic 37

70% of clients want their digital experiences personalized based on their investment history and preferences

Statistic 38

81% of clients say they prefer to receive personalized insights based on their financial goals

Statistic 39

55% of clients are dissatisfied with inconsistent communication from their wealth managers

Statistic 40

52% of high-net-worth investors prefer digital-only communication channels for routine updates

Statistic 41

61% of clients express a desire for more personalized digital content related to their investments

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Key Highlights

84% of high-net-worth individuals prioritize personalized wealth management experiences
78% of clients are willing to switch providers after poor customer service
Clients with digital access are 2.5 times more likely to be satisfied with their wealth management services
65% of wealth management customers prefer virtual meetings over in-person consultations
54% of high-net-worth individuals say that seamless onboarding experiences influence their loyalty
92% of clients are more likely to stay with a provider that offers proactive service notifications
48% of wealth management firms report that improving client digital experiences is a top strategic priority
73% of clients say they value transparency in fees and charges over other factors
68% of wealth management clients want personalized investment advice delivered digitally
80% of customers who have a positive experience with their wealth manager are more likely to refer others
41% of clients feel that their expectations are not consistently met due to poor communication
77% of high-net-worth investors use mobile apps to monitor their portfolios regularly
59% of clients expect their wealth management advisor to proactively suggest new investment opportunities

In today’s cutthroat wealth management industry, 84% of high-net-worth individuals crave personalized experiences, while 78% are ready to switch providers after poor service—making seamless digital engagement and proactive communication more critical than ever for retaining clients and fostering loyalty.

Client Preferences and Expectations

84% of high-net-worth individuals prioritize personalized wealth management experiences
65% of wealth management customers prefer virtual meetings over in-person consultations
73% of clients say they value transparency in fees and charges over other factors
68% of wealth management clients want personalized investment advice delivered digitally
59% of clients expect their wealth management advisor to proactively suggest new investment opportunities
62% of high-net-worth clients prefer a single point of contact for all their wealth management needs
47% of wealth management investors prefer to interact via secure messaging platforms for sensitive discussions
83% of clients expect their wealth management firms to adapt quickly to technological changes
65% of high-net-worth individuals are interested in robo-advisors for certain parts of their portfolio
72% of clients value consistency in their experience across digital and in-person channels
88% of wealth management firms utilize data analytics to improve client experience
45% of clients feel that personalized service is the most significant factor influencing their loyalty
65% of wealthy investors are willing to pay a premium for exceptional customer service
87% of clients expect digital communication to be secure and confidential
69% of clients prefer quick response times (under 24 hours) from their wealth manager
79% of high-net-worth individuals say digital tools improve their overall portfolio management experience
58% of clients report that transparency in portfolio performance tracking influences their investment decisions
60% of wealth management clients expect continuous digital engagement even outside traditional service hours

Client Preferences and Expectations Interpretation

In an era where 84% of high-net-worth individuals crave personalized experiences and 87% demand secure digital communication, wealth managers must flawlessly blend transparency, innovation, and seamless multi-channel service—because in the fast-paced world of wealth, sticking to tradition isn’t an option, but staying ahead is non-negotiable.

Customer Loyalty and Retention

78% of clients are willing to switch providers after poor customer service
54% of high-net-worth individuals say that seamless onboarding experiences influence their loyalty
92% of clients are more likely to stay with a provider that offers proactive service notifications
80% of customers who have a positive experience with their wealth manager are more likely to refer others
67% of wealth management firms plan to increase investment in AI-driven customer experience solutions
90% of wealth management firms believe CX improvements lead directly to higher client retention
54% of clients are more likely to stay loyal if their provider offers educational resources about investments
42% of wealth management firms consider client onboarding experience as their top CX priority
66% of wealth management clients are more likely to recommend their provider after a positive experience
89% of wealth management firms believe that improving customer experience is critical to their growth strategy

Customer Loyalty and Retention Interpretation

In an industry where 78% of clients consider switching after poor service and 89% see CX improvement as vital for growth, wealth managers who harness AI for seamless onboarding, proactive notifications, and educational resources are not just enhancing loyalty—they're safeguarding their future amidst a competitive landscape that rewards positive experiences with referrals and retention.

Digital Engagement and Access

Clients with digital access are 2.5 times more likely to be satisfied with their wealth management services
48% of wealth management firms report that improving client digital experiences is a top strategic priority
77% of high-net-worth investors use mobile apps to monitor their portfolios regularly
53% of clients feel dissatisfied when digital platforms are difficult to navigate
76% of customers report that easy access to their account information enhances their satisfaction

Digital Engagement and Access Interpretation

In the world of wealth management, offering seamless digital access isn't just a tech upgrade—it's essential to transforming clients from satisfied to truly confident investors in an ever-evolving digital landscape.

Firm Strategies and Industry Trends

74% of wealth management firms plan to expand their use of AI and machine learning to enhance customer experience

Firm Strategies and Industry Trends Interpretation

With nearly three-quarters of wealth management firms set to double down on AI and machine learning, it’s clear that the industry is betting big on technology to turn the traditional client relationship into a smarter, more personalized game of financial chess.

Personalization and Communication

41% of clients feel that their expectations are not consistently met due to poor communication
85% of customers report that personalized communication enhances their trust in their wealth manager
70% of clients want their digital experiences personalized based on their investment history and preferences
81% of clients say they prefer to receive personalized insights based on their financial goals
55% of clients are dissatisfied with inconsistent communication from their wealth managers
52% of high-net-worth investors prefer digital-only communication channels for routine updates
61% of clients express a desire for more personalized digital content related to their investments

Personalization and Communication Interpretation

Despite clear calls for tailored, consistent, and digital-first communication from wealth clients, over 80% say personalized insights build trust, yet more than half remain dissatisfied with the current disconnect—suggesting that wealth managers need to switch from speaking at their clients to truly speaking *with* them.