Results of 2023 Client Survey – Supporting Maui Fire Relief

We are delighted to share that our 2023 Client Feedback Survey was met with an incredible response. Your willingness to provide us with your thoughts and insights is truly invaluable as we continuously strive to enhance our services.

We received a record number of responses with 62 completed surveys. Thank you to those who participated. To show our appreciation, we donated $2,000 to aid those affected by the recent fires on the island of Maui in Hawaii: $1,000 to Hawai’i Community Foundation Maui Strong Fund and $1,000 to Maui Food Bank.

The purpose of the survey is to solicit honest and candid anonymous feedback from our clients. With this information, we can gauge your satisfaction, identify additional ways to serve you, and improve our services. From the survey, we learned that you value sense of security and peace of mind, prefer short infrequent communication touch points, and would like to spend more time covering your progress towards your goals.

Top five most valued attributes of working with ZRC and your advisor are:

  1. Understands my financial needs and goals
  2. Responsiveness
  3. Provides personalized services
  4. Offers sense of security / peace of mind
  5. Explains financial concepts clearly

Additionally, through calculating a Net Promoter Score*, we can gauge client satisfaction, loyalty, and understand how we compare to other financial service firms. For reference, a Net Promoter Score (NPS) above 50 is generally viewed as good, above 70 is excellent, and above 80 is world-class.

I am thrilled to report that ZRC’s Net Promoter Score was 89!

By comparison, here is how several of the largest financial services firms scored:

Charles Schwab52


Fidelity Investments15

Goldman Sachs5

Merrill Lynch11

Morgan Stanley16

USAA (by far the highest of any major financial services company)75

Wells Fargo & Co (which includes Wells Fargo Advisors)10

I am proud of the work we did in 2023 to help foster client success. Never one to rest on our laurels, this year we will introduce new ways to connect with and serve our clients. At ZRC, we seek to have deep and meaningful relationships with our clients for decades, if not generations. Helping our clients succeed is our professional mission and incredibly fulfilling for all of us. To that end, we thank you for your support and business.


Barry Mendelson, CFP

Wealth Advisor & Managing Partner

*Net Promoter Score is calculated based on responses to a single question: “How likely are you to recommend our company/product/service to a friend or colleague?” Respondents give a score from 0 (not at all likely) to 10 (extremely likely). Those who score 9 or 10 are considered “Promoters” (loyal enthusiasts), scores of 7 and 8 are “Passives” (satisfied but unenthusiastic), and 0 to 6 are “Detractors” (unhappy customers). The NPS is then calculated by subtracting the percentage of Detractors from the percentage of Promoters.

Sources: Bain & Company (who created the NPS), CustomerGauge, & NPS Guru.