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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:

    2021

  • Companies:

    7 major investment service websites, plus aggregate of smaller sites

Satisfaction Benchmarks by Company

Online Investment
Company 2020 2021 % Change
Online Investment 78 78 0.0%
Vanguard 79 80 1%
Fidelity 78 79 1%
All Others 77 77 0%
Edward Jones 76 77 1%
Charles Schwab 79 76 -4%
E*Trade 75 76 1%
Merrill Edge (Bank of America) 75 75 0%
Robinhood NM 71 NA

NM – Not measured  NA – Not available

Online Investment Benchmarks

Customer Experience Benchmarks Year-Over-Year Industry Trends

Benchmarks 2020 2021
Quality of mobile app 83 82
Reliability of mobile app (minimal down time, crashes, lags) 82 82
Site performance (page loading speed, reliability) 79 80
Ease of making an investment transaction 79 79
Variety and selection of investment products 79 79
Clarity and usefulness of investment product descriptions 77 78
Ease of navigation 78 78
Helpfulness of investment research information 77 77
Usefulness of investment planning tools 77 77
Helpfulness of customer support (live chat, help pages, call center) 77 76

Industry averages are weighted by companies’ market shares.

Connect With ACSI

Connect With ACSI

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