Empathy biggest element for advisers and clients but other opinions differ - PortfolioMetrix

Empathy and trust

Sophie King
clock • 2 min read

Both advisers and clients believe empathy and trust is the most important element of service that can be offered from financial advice, but their views then diverge research by PortfolioMetrix has found.

The research, which surveyed 203 adviser and 144 clients, asked advisers and clients to rank the key elements of service they believe to offer the most value. Of those surveyed, 76% of advisers chose empathy and trust, and a similar amount of clients (72%) felt the same. However, the second and third chosen elements then differed between the two. Half of the clients surveyed (53%) said cashflow modelling was a key element, coming in second. This is compared to just 18% of advisers who felt cashlow modelling was important. For their third choice, clients said the ‘gift of time' or, rat...

To continue reading this article...

Join Professional Adviser for free

  • Unlimited access to real-time news, industry insights and market intelligence
  • Stay ahead of the curve with spotlights on emerging trends and technologies
  • Receive breaking news stories straight to your inbox in the daily newsletters
  • Make smart business decisions with the latest developments in regulation, investing retirement and protection
  • Members-only access to the editor’s weekly Friday commentary
  • Be the first to hear about our events and awards programmes

Join

 

Already a Professional Adviser member?

Login

More on Your profession

Sector divided on Reeves' pullback on Cash ISA reform

Sector divided on Reeves' pullback on Cash ISA reform

‘A big win for defenders of a broken system’

Sorin Dojan
clock 11 July 2025 • 2 min read
FCA flags progress on internal DEI targets and urges action on Consumer Duty

FCA flags progress on internal DEI targets and urges action on Consumer Duty

According to the FCA report 2024-2025

Sahar Nazir
clock 11 July 2025 • 2 min read
FCA reviewing client categorisation rules to distinguish retail investors from the pack

FCA reviewing client categorisation rules to distinguish retail investors from the pack

Goal of 40 more initiatives to be completed by year end

Eve Maddock-Jones
clock 10 July 2025 • 2 min read