DALBAR Measurement of Succes
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About UsDalbar, Inc. is the nation's leading financial services market research firm and performs a variety of ratings and evaluations of practices and communications that are committed to raising the standards of excellence in the financial services and healthcare industries. With offices in both the US and Canada, Dalbar develops standards and measurement systems that improve the quality of products, service and compliance for the retirement, mutual fund, broker/dealer, discount brokerage, life insurance, healthcare and banking industries.

Dalbar Measurements include:

  • Investor behavior
  • Customer satisfaction
  • Service quality
  • Regulatory compliance evaluation
  • Due diligence
  • Communications
  • Internet services
  • Financial-professional ratings

In 1994, Dalbar expanded to Canada, establishing its Canadian headquarters in Toronto, Ontario. Our flagship offering in Canada was the Performance Evaluation of Mutual Fund Service (PEMFS) program, which evaluated and ranked Canada’s largest mutual fund companies on the quality of service they delivered to their clients.

As the 1990s came to a close and the discount brokerage industry gained prominence in Canada, we launched a similar research program that examined the service quality provided by the country’s largest self-serve brokerages. As part of its Direct Brokerage Sales Effectiveness (DBSE) program, Dalbar continues to release quarterly service quality rankings.

In addition to measuring the quality of customer service, Dalbar also rates and ranks the effectiveness of client communications produced by the financial services industry. We conduct regular reviews of the account statements pertaining to the mutual fund, brokerage, retirement, and life insurance industries.

Mission, Vision and Purpose

Mission: To help our customers achieve their business goals while protecting the interests of the communities and clients they ultimately serve
Vision: Support and guide the transformations required by the post recession climate and regulatory reforms.
Purpose: The Ultimate Independent Evaluator
Ultimate: unconstrained by methodology or subject matter and capable of developing measurements for the changing world.
Independent: Meet and exceed standards of independence promulgated by industry practices, regulatory requirements, legal precedents and audit guidelines
Evaluator: Evaluations determine how close practitioners come to meeting their own goals as well as requirements of industry regulations, best practices, market leadership, cost effectiveness and fiduciary obligations.


Corporate Quick Facts

Founded: 1976
Ownership: Private
Key Executives:

Louis S. Harvey - President & CEO
Kathleen Whalen - Managing Director, Client Relations & Public Relations/Corporate Communication
Csilla von Csiky - Managing Director & COO



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