What We Heard From You: 2025 Client Satisfaction Survey Results
Each year, our Client Satisfaction Survey gives us an opportunity to step back and listen. What are we doing well? Where can we improve? And how well are the services we provide meeting the needs of the clients we serve?
This year, 52 clients participated in the 2025 New Capital Client Satisfaction Survey, representing a 27% response rate. The results reflected high levels of satisfaction across our practice, while also giving us valuable direction on where we can continue improving the client experience.
Trust and the Client Relationship
Some of the strongest results in this year's survey centered on the fundamentals of our relationships with clients.
Clients gave New Capital a 4.87 out of 5 for trust with their financial needs and a 4.89 for the value they place on our fiduciary obligation to them. Our independence in the investment industry and personal client service each received scores of 4.85.
That confidence also came through in the advice clients receive from our team. 100% of respondents agreed or strongly agreed that we have their best interests at heart, resulting in a score of 4.86 out of 5.
For us, these results are particularly meaningful. Financial planning and investment management are built on numbers, but the relationship behind them depends on trust, understanding, and confidence in the advice being provided.
Strong Satisfaction Across Our Services
Clients reported consistently high satisfaction across the major areas of our work:
Looking deeper into those categories provides an even better picture of what clients value.
In financial planning, clients gave us a 4.80 for learning about them and understanding their financial needs. In investment management, providing a diversified portfolio received a 4.81, while our sound and proven investment approach received a 4.77.
Our administrative work also received particularly strong marks. Handling account and administrative tasks accurately, timely, and securely received a 4.80, while the time clients save by having our team take care of financial tasks they would otherwise need to handle themselves received a 4.78.
A Net Promoter Score of 92
We also asked clients how likely they would be to recommend New Capital Management to a friend or colleague.
Of those responding, 91.67% were promoters, 8.33% were passive, and there were no detractors, resulting in a Net Promoter Score of 92.
That result was reinforced elsewhere in the survey, where nearly 98% of respondents agreed or strongly agreed that they feel comfortable and confident referring others to New Capital.
We are grateful for every introduction made to a friend, family member, or colleague. The confidence behind those introductions is something we never take for granted.
Where You Told Us We Can Improve
The purpose of our survey isn't simply to measure what is going well. It is also to identify where we can do better.
This year, one area stood out clearly: NCM360.
While NCM360 has grown substantially as a tool for bringing together financial information, documents, tasks, meeting information, and other aspects of a client's financial life, the survey showed that many clients do not yet find the platform as easy or convenient to use as we want it to be. The results also showed that many clients use NCM360 only occasionally, rarely, or not at all.
We heard that feedback, and improving the NCM360 experience is already a major focus for our team.
Among the improvements underway is a new NCM360 mobile app, designed to make it easier to access NCM360 and stay connected with our team from wherever you are. We look forward to giving clients a first look at the app during our Annual Client Conference in October.
Your Participation Made an Impact
The survey also gave clients an opportunity to support organizations that matter to them. For each participating household, New Capital committed to making a $20 donation to the charity selected by the client.
Together, survey participation resulted in $940 in charitable donations to organizations selected by our clients, including the Houston Food Bank, Planned Parenthood, WildAid, Houston Public Media, Alzheimer's Association, Houston Area Women's Center, International Rescue Committee, UNICEF, World Central Kitchen, Save the Children, Sandy Hook Promise, and many others.
Thank You for Your Feedback
We are grateful to everyone who took the time to participate in this year's survey. The positive feedback is encouraging, and the opportunities you identified for improvement are equally valuable.
Our goal is not simply to meet your expectations, but to continue finding ways to serve you better. We hope you'll continue telling us what is working, what isn't, and what would make your experience with New Capital even better.
Want to take a closer look?
Explore the complete 2025 Client Satisfaction Survey results, including detailed responses across investment management, financial planning, advice, meetings, administrative services, technology, fees, referrals, and more.