Client Experience & Strategic Insights Survey Proposal

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Client Experience & Strategic Insights Survey Proposal

from $30,000.00

This proposal outlines a structured, data-driven approach to help First Manhattan gain deeper insights into its client experience, benchmark its performance against top RIAs and wealth management teams, and implement meaningful improvements that enhance client satisfaction and advisor engagement. Our methodology ensures that feedback doesn’t just inform leadership - it drives real action.

Package Overview

Foundational: Client Experience Survey – $30,000

Establish a comprehensive framework to assess how First Manhattan’s clients experience the firm across key dimensions, including but not limited to advisor relationships, investment strategy alignment, digital engagement, and service expectations.

This survey will capture both qualitative and quantitative insights to help leadership understand what is working well, where there are gaps, and how to enhance the client experience at every touchpoint.

Key areas of focus include, but are not limited to:

  • Client satisfaction and service experience – Understanding how clients perceive their interactions with advisors and the firm.

  • Investment strategy options – Evaluating whether clients feel their portfolios reflect their goals, risk tolerance, and expectations.

  • Technology and digital tools – Assessing how clients engage with First Manhattan’s online platforms and where improvements may be needed.

  • Proactive vs. reactive engagement – Measuring how well advisors anticipate client needs versus responding to client-initiated inquiries.

  • Opportunities for improvement – Identifying areas where First Manhattan can refine its processes, service models, and client communications.

This engagement includes:

  • Survey Framework & Customization

    • Development of a logic-driven survey tailored to First Manhattan’s unique client base.

    • All survey content will be designed and deployed using Typeform, a leading platform known for its intuitive, interactive design that enhances user engagement and response quality.

    • Alignment with Net Promoter Score (NPS) standards and industry benchmarks.

    • The survey will be distributed to all clients, ensuring a comprehensive and inclusive dataset that captures insights across the entire client base. Responses will be analyzed and segmented based on key factors such as:

      • Tenure: Understanding how satisfaction and expectations evolve for newer vs. long-term clients.

      • Service Levels: Identifying differences between clients utilizing multiple advisory services vs. those with a more passive relationship.

      • Engagement Patterns: Assessing the experiences of clients who interact frequently with advisors vs. those primarily engaging through digital tools or periodic check-ins.

  • Survey Execution & Data Collection

    • Deployment via email and direct outreach to ensure high response rates.

    • Personalized survey flow based on responses, allowing for deeper insights.

    • Live tracking and reporting of initial trends to inform potential mid-survey adjustments.

Deliverables:

  • Fully developed client experience survey, customized to First Manhattan’s priorities.

  • Real-time data tracking and response monitoring.

  • Executive report summarizing key findings.

2. Advanced: Benchmarking & Competitive Insights – $40,000

Objective: Measure how First Manhattan’s client experience compares to leading RIAs and identify key competitive differentiators.

This package includes everything in the Foundational ($30,000) package, plus:

  • Industry Benchmarking

    • Comparative analysis using the most relevant industry benchmarking databases, tailored to the specific areas of focus within the survey. Depending on the themes identified - such as client experience, technology adoption, advisor engagement, or investment strategy alignment - we will reference the most suitable industry sources. Examples include Schwab, InvestmentNews, PwC, EY, Deloitte, and McKinsey, among others.

    • By selecting benchmarking data that aligns with First Manhattan’s specific priorities, we ensure that the insights provided are both actionable and relevant to the firm’s strategic objectives.

    • Identification of areas where First Manhattan excels and where there are opportunities to improve based on peer firms.

  • Competitive Gap Analysis

    • Evaluation of client retention drivers, digital engagement, and service delivery compared to top firms.

    • Best practices from high-performing RIAs to refine First Manhattan’s client engagement strategies.

Deliverables:

  • Competitive positioning report with benchmarking data and insights.

  • Key recommendations on service enhancements based on industry best practices.

3. Strategic: Strategic Roadmap & Implementation Support – $50,000

Objective: Provide an actionable roadmap to turn survey insights into measurable improvements, ensuring that First Manhattan benefits from real, strategic change.

This package includes everything in the Advanced ($40,000) package, plus:

  • Live Executive Strategy Session

    • A presentation of key findings, including benchmarking insights.

    • Facilitated discussion on prioritizing next steps based on data.

  • Actionable Client Experience Playbook

    • Step-by-step implementation plan, categorized into:

      • Immediate Adjustments (0-3 months) – Quick wins such as refining client communications and streamlining digital touchpoints.

      • Mid-Term Enhancements (3-6 months) – Adjustments to advisor service models and improvements to client onboarding.

      • Long-Term Strategy (6-12 months) – Larger structural changes such as expanded client feedback loops and deeper digital integrations.

  • Advisor Training & Messaging Strategy

    • Recommendations for how advisors should adjust engagement strategies based on client preferences.

    • Refinements to the firm’s client communication cadence.

Deliverables:

  • Executive strategy session with leadership.

  • Comprehensive Client Experience Playbook with clear action items.

  • Advisor messaging framework based on client feedback.

Project Timeline

Month 1: Survey Development & Planning

  • Establish survey objectives and key areas of focus.

  • Develop logic-based survey and client segmentation strategy.

  • Align with internal teams on execution timeline and communication plan.

Month 2: Survey Execution & Data Collection

  • Launch and distribute survey, ensuring strategic outreach.

  • Monitor real-time responses and identify emerging themes.

  • Begin initial benchmarking analysis.

Month 3: Data Analysis & Implementation Strategy

  • Finalize client experience analysis and benchmarking insights.

  • Conduct executive strategy session to discuss findings and priorities.

  • Develop Client Experience Playbook and Advisor Messaging Strategy for implementation.

Service Level:
Quantity:
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