Online Investment
Gain strategic insight into your customer’s online investment experience
Improve financial outcomes and decision-making with ACSI’s satisfaction measurement technology.
ONLINE INVESTMENT
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:
Online Investment
-
Inaugural year:
2000
-
Updated:
annually
-
Most recent data:
2022
-
Companies:
7 major investment service websites, plus aggregate of smaller sites
Satisfaction Benchmarks by Company
Online Investment
| First Hidden Column | Company | 2021 | 2022 | % Change |
|---|---|---|---|---|
| 0 | Online Investment | 78 | 78 | 0% |
| 1 | Vanguard | 80 | 77 | -4% |
| 1 | Edward Jones | 77 | 76 | -1% |
| 1 | Robinhood | 71 | 75 | 6% |
| 1 | Merrill Edge (Bank of America) | 75 | 74 | -1% |
| 1 | Fidelity | 79 | 80 | 1% |
| 1 | Charles Schwab | 76 | 78 | 3% |
| 1 | E*Trade (Morgan Stanley) | 76 | 77 | 1% |
| 1 | All Others | 77 | 76 | -1% |
Online Investment Benchmarks
Customer Experience Benchmarks Year-Over-Year Industry Trends
| Benchmarks | 2021 | 2022 |
|---|---|---|
| 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.