Gain strategic insight into your customer’s online investment experience
Improve financial outcomes and decision-making with ACSI’s satisfaction measurement technology.
As financial markets evolve, access to investment options is now only a click away. While the premise of low fees and high convenience appeals to consumers, it comes with its own set of risks. ACSI can help you identify the drivers of consumer satisfaction and evaluate various experiential metrics when it comes to online investment.
At a glance:
Most recent data:
7 major investment service websites, plus aggregate of smaller sites
Satisfaction Benchmarks by Company
|First Hidden Column||Company||2021||2022||% Change|
|1||Merrill Edge (Bank of America)||75||74||-1%|
|1||E*Trade (Morgan Stanley)||76||77||1%|
Online Investment Benchmarks
Customer Experience Benchmarks Year-Over-Year Industry Trends
|Quality of mobile app||82||83|
|Reliability of mobile app (minimal down time, crashes, lags)||82||83|
|Ease of making an investment transaction||79||80|
|Site performance (page loading speed, reliability)||80||80|
|Variety and selection of investment products||79||80|
|Clarity and usefulness of investment product descriptions||78||78|
|Ease of navigation||78||78|
|Helpfulness of customer support (live chat, help pages, call center)||76||78|
|Helpfulness of investment research information||77||77|
|Usefulness of investment planning tools||77||77|
Industry averages are weighted by companies’ market shares.