Online brokerages are still keeping investors happy according to the American Customer Satisfaction Index's annual E-Commerce Report released this morning. Not quite as happy as last year however; customer satisfaction is down 3 percent overall.
ASCI attributes the dip in customer satisfaction to the volatility of the stock market.
No matter how much research, slick interfaces and cheap trades brokerages offer, without a cooperative stock market, investors have little reason to turn their frowns upside down.
As you would expect, the big guys, Schwab and Fidelity, lead the pack, followed closely by TD Ameritrade. E-Trade gets a notable mention in the survey for the improvement since 2000. The online broker is up 20 percent since the first year the survey was conducted and is now tied with Schwab and Fidelity in customer satisfaction.
|Online Brokerage||2000||2001||2002||2003||2004||2005||2006||2007||2008||2009||2010||2011||% change from last year||% change from first year|
|Online brokerage aggregate||72||69||73||76||75||76||78||79||74||78||78||76||-2.6%||5.6%|
Source: The American Customer Satisfaction Index and ForeSee
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