Table 1: Average annual turnover of IFA sample 7
Table 2: Average case size of business dealt with by financial advisors 10
Table 3: Average case size by type of IFA structure 11
Table 4: What percentage of your life and pensions business do you conduct with the following providers? 13
Table 5: What percentage of your mutual fund business do you conduct with the following providers? 14
Table 6: What is your view of the following providers? 16
Table 7: Results of financial advisors' view of the following life companies in Q1 2008 18
Table 8: Life companies' products not matching an IFA's business model 21
Table 9: What is your view of the following mutual fund providers? 23
Table 10: Mutual fund providers' products not matching IFA's business models 24
Table 11: How many hours a week do you spend undertaking admin tasks? 25
Table 12: Hours per week spent on admin tasks by type of IFA structure 27
Table 13: Ranking of life companies based on service they provide 28
Table 14: Ranking of life companies in terms of service 30
Table 15: Ranking of mutual fund providers in terms of service 31
Table 16: Standard Life is perceived as best across different mediums of service 33
Table 17: Ranking of the most important aspects of service 37
Table 18: What is your preferred method of communication with providers? 38
Table 19: What improvements to a provider's website would make the biggest difference to your perception of their service quality? 41
Table 20: Aspect of service by type of IFA structure 42
Table 21: How long does it take to conduct a bond or life assurance application through a provider's website? 43
Table 22: What improvements to a provider's call center would make the biggest difference to your perception of their service quality? 46
Table 23: What improvements to your face-to-face contact with providers' representatives would make the biggest difference to your perception of their service quality? 47
Table 24: Improvements to face-to-face contact 'Other' breakdown 48
Table 25: What can providers do to improve levels of communication between themselves and IFAs? 49
Table 26: Which of the following best describes your company? 50
Table 27: The annual turnover of IFAs in the UK (2007) 50
Figure 1: Sole traders account for two thirds of firms surveyed 6
Figure 2: The average annual turnover of IFAs in the sample is £328,000 7
Figure 3: Most of the IFAs in the UK market have an annual turnover of between £100,000 and £500,000 8
Figure 4: Financial advisors deal mostly with average case sizes of less than £5,000 9
Figure 5: Most sole traders generate case sizes of less than £5,000 10
Figure 6: The highest percentage of advisors' life and pensions business is conducted with Skandia 12
Figure 7: Advisors conduct most of their mutual fund business with Fidelity and Invesco Perpetual 14
Figure 8: Financial advisors are most impressed by Skandia, Standard Life and Aviva 15
Figure 9: Q1 2008 advisors survey shows financial advisors favoring Standard Life 17
Figure 10: Life companies' products are not matching IFA business models 20
Figure 11: Invesco Perpetual and Fidelity are highly regarded by financial advisors 22
Figure 12: Mutual fund providers' products not matching IFA business models 24
Figure 13: Financial advisors spend more than 20 hours per week on administrative tasks 25
Figure 14: Sole traders spend more than half of their working week on admin tasks 27
Figure 15: Advisors perceive Skandia to be offering the best service 29
Figure 16: Fidelity and Invesco Perpetual are seen as the mutual fund providers that offer the best service 31
Figure 17: Standard Life provides an intuitive and transparent website for advisors 34
Figure 18: Skandia's formal advisor micro-site 35
Figure 19: Speed of dealing with problems and support is important to financial advisors 36
Figure 20: Advisors prefer using telephone to conduct business 38
Figure 21: Easier navigation of a provider's website is crucial to an advisor's perception of service quality 40
Figure 22: Sole traders would like a provider's website to have easy navigation 42
Figure 23: Efficiency and speed of use of providers' online systems varies between bond and life assurance applications 43
Figure 24: Advisors want call center operators with better knowledge of products and services 45
Figure 25: Financial advisors suggest more frequent contact with a provider's representative as an improvement to service quality 47
Figure 26: Advisors desire more communication with providers 49
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