DFM service levels on the up but advisers want more - Defaqto

Advisers were asked to rank providers in relation to 14 satisfaction categories. Despite being seen as the least important measures by advisers, the two most improved categories were 'accessibility' and 'quality of literature', with both up seven percentage points between 2017 and 2018. 'Provider brand' was the only category to drop in satisfaction levels year-on-year in 2018, down from 71% to 70%. At the other end of the table, the quality of investment staff was ranked as the most important category and had risen five percentage points since 2017. As the following table shows, servi...