Image of front cover of 2018 AFS Bench marking report on a grey background

The role of the adviser is changing, and the future is focused on the client.

Advisers and accountants have the opportunity to build stronger relationships by offering personalised experiences at every client touchpoint. To do that, you need a highly skilled and motivated team, and you need to empower that team with technology and systems optimised for automation, efficiency, and productivity.


It's no surprise that focusing on clients is a key driver of success. Skilled advisers will build a deep understanding of a client’s goals and proactively identify areas where those needs aren’t being met.


Top industry performers are confident technology users. Two of the top three drivers for improving profitability are improved efficiencies through better use of technology and optimised processes and office efficiency.


Working with a great team will drive better business performance. Half of the firms who participated in the survey nominated the capability, expertise and diligence of their employees as the things clients valued most about their firms.

View all previous benchmarking reports

Handshake at table with laptop in frame

The Propensity Project

The Propensity Project is a survey of an adviser firm’s end clients. Through the project we aim to uncover the propensity for clients to stay with, recommend, and do more business with the firm. We measure 27 attributes of the advice experience that tell us about client satisfaction and a number of metrics around referrals and retention. We’ve used the results to create a number of resources for you and your firm.

Read more about how the Propensity Project findings can help your business thrive in a changing environment. 

Additional information

This information is provided for the use of licensed and accredited brokers and financial advisers only. In no circumstances is it to be used by a potential client for the purposes of making a decision about a financial product or class of products. This information does not take into account any person’s objectives, financial situation or needs. Before making any financial investment decision or a decision about whether to acquire or continue to hold any products mentioned on this page, a person should obtain and review the offer documents relating to that product and also seek independent financial, legal and taxation advice.

Unless stated otherwise, this information has been prepared by Macquarie Bank Limited ABN 46 008 583 542 AFSL and Australian Credit Licence 237502 (MBL).

Any information on Macquarie Wrap products has been prepared by Macquarie Investment Management Limited ABN 66 002 867 003 AFSL 237492 RSEL L0001281 (MIML). The Macquarie Separately Managed Account is issued by Macquarie Investment Services Limited ABN 73 071 745 401 AFSL 237495 (MISL). In deciding whether to acquire or continue to hold a product, a person should consider the PDS, IDPS Guide, or other relevant offer document(s) available on the Macquarie website. Our Target Market Determinations are available at

Funds invested on your behalf by MIML, or investments in the SMA other than cash on deposit with MBL, are not deposits with or other liabilities of MBL or any other entity of the Macquarie Group and are subject to investment risk, including possible delays in repayment and loss of income and capital invested. None of MBL, MIML, MISL or any other member of the Macquarie Group guarantees any particular rate of return or the performance of the investments, nor do they guarantee the repayment of capital.

Any information on this page in relation to mortgages has been prepared by Macquarie Securitisation Limited ABN 16 003 297 336 AFSL and Australian Credit Licence 237863 (MSL).