Industry Must Turn Positive Momentum into Higher Satisfaction


In addition to the strong HNWI growth in 2016, the wealth management industry witnessed other positive signals.

  • HNWIs benefitted from robust returns (up 24.3%) on investment portfolios overseen by their wealth managers, earning substantial gains over lower-cost, passive index funds. HNWIs in developing markets, those with more than US$20 million of assets, and those who worked most closely with their wealth managers reaped the highest returns.
  • Trust and confidence in all aspects of the wealth management industry increased significantly, building on momentum gained a year earlier. The next generation of HNWIs (those under 40) held more trust than their more senior counterparts, while those on the lower end of the wealth scale tended to have less trust and confidence. HNWIs also expressed confidence in the current environment, with 82.0% saying they believe they can generate wealth in today’s market, a significant leap from 61.9% a year ago.
  • HNWI satisfaction could be improved, perhaps by offering a broader array of non-investment service options and revamping fee structures. Less than 60% of HNWIs globally are satisfied with their wealth managers or firms. One reason may be shortcomings in the full range of non-investment services being offered. In addition, less than half (48.7%) say they are fully comfortable with the fees they pay.
  • Net Promoter Scores® are mostly positive, though point to potential troubles in cementing the loyalty of the least-wealthy HNWIs, who are at risk of being pushed into more commoditized wealth management services.

Performance of HNWI Financial Assets Invested with Wealth Management Firms, Q2 2017 (Global and Regions)

Performance of HNWI Financial Assets Invested with Wealth Management Firms, Q2 2017 (Global and Regions)

Note: Question asked: "Thinking about the financial assets that you have invested with wealth management firms, roughly how did they perform last calendar year?"
Source: Capgemini Financial Services Analysis, 2017; Capgemini Global HNW Insights Survey 2017; World Wealth Report 2017, Capgemini