Overview 1
Catalyst 1
Summary 1
Methodology 2
Executive Summary 3
Santander is one European bank that has weathered the storm with a cohesive identity 3
Spanish HNW investors have acted more defensively over the past months 3
Spanish HNW investors are looking for their wealth managers to be proactive 3
Spanish HNWs want guidance, but will seek more adventurous investment products in two years' time 3
Table of Contents 4
Table of figures 5
Table of tables 6
SPECIAL FEATURE: THE RISE AND RISE OF SANTANDER 7
The turmoil of 2008 has wrought havoc on banks all over the globe 7
There have been significant changes among the top global wealth managers 7
Santander has seen phenomenal growth in its AUM as a result of organic growth and acquisitions 7
There was generally declining profitability for wealth managers between 2007 and 2008, but Santander saw some rise in its profits 8
Santander's wealth management business is generally well regarded by wealth managers in Spain 8
However, the standing of Santander is regarded as more modest by Spanish wealth managers 8
Santander's product and service capabilities are well regarded by Spanish wealth managers 10
The quality of Santander's service capabilities are well regarded by Spanish wealth managers 11
Spain's banks have largely weathered the storm... so far 13
Spanish regulations require higher reserves than has been the case in other countries 13
Santander has a growth model that can be emulated 13
In 2008, Santander boosted its presence in the UK by creating Santander Private Banking UK 13
Santander has key strengths underlying its expansion, which others in the industry recognize 14
There are some key values which Santander has embraced in its expansion 14
SPAIN'S WEALTH 16
Spanish households play it safe and maintain their savings levels, but still do not manage to increase their net financial assets 16
The financial assets of Spanish households deteriorated over 2008 16
Spain's wealth is being driven by a good rate of household savings but there should be some concern about rising debt levels 18
Savings by households in Spain are adequate but debt levels are set to increase further, putting a brake on wealth expansion 18
The Spanish BME Exchanges lost the same percentage in value as other European exchanges in 2008 19
Spanish household balances have moved significantly away from equities in favor of deposits 21
Spanish households show an inclination toward more safe investments 22
Wealth Data in 2009 23
THE SPANISH HNW INVESTOR 24
Spanish HNW investors are cautious and need guidance from their wealth managers 24
Spanish HNW investors have moved away from equities and into cash 24
Wealth management service implication: clients need guidance to take advantage of the market recovery 25
Innovative global example: ClientFirst Wealth Management in the US provides online tools to help educate its clients 26
Over the next two years, investors will cautiously start to return to asset classes currently out of favor 27
Wealth management service implication: provide clients with regular market commentary, and advise them when and where to invest in order to participate in the recovery 28
Innovative example from the US: Investment News provides insight into a client communications operation 29
Spanish investors are looking to equities and alternative investments as the economy starts to recover, but still also want to guard their cash 30
Wealth management service implication: offer clients innovative capital-protected products to see them through the economic uncertainty 32
Innovative example: UBS launches capital-protected product to satisfy demand for equity products 32
Innovative example: Macquarie has a capital protected Geared Equity Investment product 33
Spanish HNWs demonstrate an appetite for risk but are lacking knowledge of financial products and consequently rely on their wealth managers 33
HNWs exhibit an above average appetite for risk, but are somewhat confused about the impact of the market turmoil on their investment portfolios 33
Wealth management service implication: Spain should aim to raise the bar and educate clients more about investment matters 35
Innovative example from Switzerland: UBS is investing in educating its clients 35
Spanish HNWs are loyal to their wealth managers; they are much more likely to leave to manage their money on their own rather than defect to another wealth manager 36
Wealth management service implication: wealth managers must continue to refine client-focused operational models 38
Spanish HNW investors are overwhelmed by the current uncertainty 38
Clients are clearly seeking guidance from their wealth managers 38
Wealth management service implication: wealth managers need to understand the fundamental attitudes of their clients 40
In two years' time, HNWs will still need some guidance from their wealth managers across a range of investments 40
Spanish investors are looking toward an advisory asset management service from their wealth managers 40
Within an overall desire for guidance from their wealth management service, Spanish HNWs are seeking more adventurous investment products in two years' time 42
Property funds will be back on the investment map in Spain 43
Innovative example: new property fund aims to hit the 'bullseye' of prime London market 43
Innovative example: Aviva's Norwich Union offers Asia Pacific new property fund 43
Wealth managers should be actively communicating with investors to speed the return to money market funds 44
THE SPANISH WEALTH MANAGER'S VIEW 46
There are three key areas where wealth managers are focusing their resources in two years' time 46
Paying attention to brand, image and reputation and being proactive in introducing clients to investment ideas are the best routes to customer acquisition 48
Wealth managers can proactively enhance their level of personal service to help the image of the firm 48
Wealth managers in Spain see personal relationships as their biggest strength and brand, image and reputation as their biggest weakness 50
Spanish wealth managers believe that the way to increase share of wallet is to focus on an enhanced product range 52
The key to increasing share of wallet is to encourage clients to hold more products 52
Wealth managers need to give clients several points of contact within the bank in order to be successful at retaining HNW clients 54
Wealth managers in Spain are more likely to talk to their clients by telephone less than other European wealth managers, with investors mostly wanting to talk about their portfolio allocations 56
Spanish clients are being contacted by phone less frequently than in other countries 56
Spanish wealth managers are better at getting in front of their clients 58
Overall Spanish HNWs mostly want to talk about their portfolio allocations when they speak to their wealth manager 60
APPENDIX 62
Definitions 62
The drivers of growth in the wealthy population 62
Income growth (combined with inflation, changes in GDP by sector, household savings rates and debt levels) 62
Investment returns (market capitalization, interest rates and bond yields) 62
The following measures are not, in themselves, drivers of wealthy population growth 62
Market capitalization 62
GDP 62
The following measures are not drivers of wealthy population growth except under very restricted circumstances 63
Primary residence value growth 63
Inheritance 63
Methodology 63
Wealth Management Market Leaders Survey 2009 63
Global Wealth Model 63
The UK sub model 63
Global sub model (for all other countries) 64
Forecasting methodology 64
Continuous refinement to the understanding of liquid wealth distribution 64
Datamonitor's wealth numbers compared with other wealth numbers 65
Definitions 65
Western Europe 65
Bibliography 65
Further reading 66
Ask the analyst 66
Datamonitor consulting 66
Disclaimer 66
List of Tables
Table 1: Wealth managers' views of Santander's wealth management services 9
Table 2: Wealth managers' views of Santander's wealth management service 11
Table 3: Wealth managers' views of Santander's wealth management service 12
Table 4: Personal disposable income per adult in Europe, 2004-08 17
Table 5: Household savings rates as a percentage of disposable income, 2004-08 18
Table 6: Disposable income per adult and household savings rate, Spain 2004-2008 19
Table 7: Market capitalization of European and US stock exchanges, 2004-08 21
Table 8: Deposits increased over 2008, while bonds, equities and mutual funds all witnessed declines in their levels 23
Table 9: What proportion of your HNWs' portfolios is allocated to the following five asset classes? 25
Table 10: HNWs' portfolio allocation now versus in two years' time 28
Table 11: HNWs' portfolio allocation by product area now versus in two years' time 32
Table 12: HNW attributes on a scale of 1 to 4 (1 = very low, 2 = somewhat low, 3 = somewhat high, 4 = very high) 35
Table 13: HNW attributes on a scale of 1 to 4 (1 = very low, 2 = somewhat low, 3 = somewhat high, 4 = very high) 38
Table 14: What are HNWs demanding today? 40
Table 15: In two years' time, how much demand do you expect from HNWs for the following product areas? 42
Table 16: The key messages and relative merits of company and industry communication 45
Table 17: What product areas will your wealth management service focus most resources on in the next two years? 48
Table 18: What will determine HNWs' choice of wealth management service over the next two years? 50
Table 19: What are your company's biggest strengths and weaknesses today? 51
Table 20: What is the most effective means of increasing share of wallet today? 54
Table 21: What is the best way to retain clients today? 56
Table 22: On average, how often do your relationship managers speak by phone to each HNW client? 57
Table 23: On average, how often do your relationship managers speak in person to each HNW client? 59
Table 24: When speaking with clients, what do they most want to talk about today? 61
List of Figures
Figure 1: Santander's standing is only modestly regarded by wealth managers in Spain 9
Figure 2: Santander is perceived to be strong in its advisory service and its technology capabilities 11
Figure 3: Santander's wealth management operation is well regarded in terms of the quality of its relationships with clients 12
Figure 4: Spain is consistently among those European countries with higher savings rates 17
Figure 5: Rising disposable income and a fairly constant rate of household savings boost levels of saving in Spain 19
Figure 6: The BME Spanish exchanges lost a percentage of their market capitalization in line with the European average 20
Figure 7: There was a significant fall in the overall value of financial assets held by households in Spain during 2008 22
Figure 8: The majority of HNW wealth in Spain is invested in the 'cash or near cash' asset category, with this accounting for 27% of all investments 25
Figure 9: In the next two years, Spanish investors will return to asset classes currently out of favor 28
Figure 10: In 2011, the majority of high net worth assets in Spain will be invested in equities, accounting for 28% of all investments 31
Figure 11: HNW investors in Spain have a higher risk appetite than the average European HNW investor 34
Figure 12: There is a greater risk of HNW clients in Spain leaving to find another wealth manager than the average European HNW investor 37
Figure 13: In Spain, HNW investors' greatest demand is for opportunities to profit in the current environment 39
Figure 14: In two years' time, the greatest demand amongst HNW investors in Spain will be for foreign currency investments with 95% of HNW investors demanding this category of product 41
Figure 15: Wealth managers in Spain will be focusing most of their resources on financial planning in two years' time 47
Figure 16: HNW investors in Spain are most influenced by brand, image and reputation in their choice of wealth manager 49
Figure 17: The greatest strength of wealth managers in Spain is their personal relationships with clients 51
Figure 18: The best way for wealth managers in Spain to increase share of wallet is to target relationship managers on cross-selling products 53
Figure 19: The best way for wealth mangers in Spain to retain HNW investors is to give the client several points of contact within the bank 55
Figure 20: In Spain, wealth management relationship managers speak to clients by phone approximately once a month 57
Figure 21: Wealth management relationship managers speak to clients in person approximately once a quarter 59
Figure 22: The majority of clients in Spain want to speak to their wealth manager about their portfolio allocations 60
