In 2020, Alpha launched a Client Service Benchmark, establishing the first comprehensive set of multi-channel KPIs in the industry. An excellent peer group of 30 firms globally representing £7 trillion AUM took part.
Using a combination of quantitative and qualitative measures, our study was able to spot the leaders amongst the pack and to identify the capabilities that make them successful. Without exception, these top quartile firms are reaping the benefits of investing in Client Service transformation.
They continue to do so in the knowledge that further Client Service productivity gains are not just possible, but an essential contribution to help their firm remain competitive and evidence that all clients receive a fair and consistent service.
In the graphic below, we outline the 7 hallmarks of leading client service firms that set them apart from the rest of the industry: