Listening to Our Clients: Dillow Wealth Management Survey Results and Service Upgrades

Setting a New Benchmark for Wealth Management

At Dillow Wealth Management, we believe that the best way to serve families is to listen to them. We recently conducted our Client Experience & Value Survey to understand what we are doing well and where we can continue to grow. The feedback from this initiative shows deeply loyal client relationships that far exceed standard industry performance.

When evaluating our firm, clients gave Dillow Wealth Management an Overall Experience score of 4.91 out of 5.0 and a Perceived Value score of 4.82 out of 5.0. More remarkably, the survey resulted in a 100% Net Promoter Score (NPS), meaning every single respondent was classified as a "promoter" who would actively recommend our services to a friend or colleague.

To put these figures into perspective, the broader financial services sector tells a very different story. The average Net Promoter Score for financial planners and wealth management firms typically hovers around 44, while only top performers reach NPS scores in the 70–80 range. Our perfect 100% promoter rate demonstrates a rare level of trust. In their written feedback, clients shared that they do not just view us as financial advisors, but rather as an extension of their own families. They value our candid, personalized approach and the peace of mind that comes from knowing we are actively watching over their financial lives.  

Enhancing Our Team, Tools, and Communication

While we are incredibly grateful for this positive feedback, the primary reason we conducted this survey was to find ways to make our client experience even better. True to our commitment to act on client insights, we are making several concrete operational upgrades over the next few months of 2026.

First, we have expanded our internal team. Several clients expressed excitement about our ongoing growth and encouraged us to continue building support around our core advisors, Tim and Ian. In response, we have invested in additional team members Monte Dillow and Patrick Dillow and have defined clear roles across our advisory and operational divisions. This ensures we always have the capacity to deliver high-touch, personalized care as your family's needs evolve.

Second, we are embracing enhanced technology. Our survey showed that clients wanted simpler, on-the-go access to their portfolios. To deliver on this request, we have launched a secure mobile application. The app replicates our desktop client portal, adding convenient features like biometric login, real-time push notifications, and a clear dashboard to track your financial goals and outstanding follow-up actions from anywhere.

Third, we are establishing a more structured communication schedule. Even though clients noted that our team responds quickly to ad-hoc requests, many expressed a preference for more predictable touchpoints. We are introducing a formal communication cadence that guarantees quarterly review meetings, a new service level agreement promising a response to client requests within four hours, and monthly email summaries. These monthly updates will feature plain-English educational breakdowns of complex topics like tax changes and estate laws, cutting through jargon to explain the logic behind our wealth strategies.

Deepening Our Planning Capabilities and Client Connections

The insights from the DWM client survey highlighted opportunities to deliver deeper, more proactive guidance on complex personal finance matters. Clients emphasized that holistic planning—such as retirement security, tax efficiency, and estate strategy—is just as important to them as investment performance.

To address these priorities, we are shifting from ad-hoc discussions to structured, proactive coordination:

• Estate Planning Integration: We are building specific estate planning agenda items into our client review meetings schedule to ensure your legacy plans stay fully up to date.

• Proactive Tax Coordination: In partnership with external tax professionals, we have established a process that will help us plan ahead for high-impact opportunities like Roth conversions, Required Minimum Distributions (RMDs), and capital gains harvesting well before the end-of-year rush.

• Relationship-Driven Client Events: Feedback showed that our clients prefer experiential, small-group gatherings over formal seminars. We will launch a new event series focused on shared experiences, featuring an intimate dinner discussion and a sporting event. These gatherings will offer a relaxed setting to connect with our team and discuss long-term topics like business transitions and family legacy.

Your feedback is driving the future of Dillow Wealth Management. This development roadmap is our commitment to you that we will never stop improving. By expanding our team, launching mobile tools, formalizing our communication, and deepening our specialized planning services, we look forward to protecting and growing your wealth for generations to come.