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
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Inaugural year:
2000
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Updated:
annually
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Most recent data:
2024
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Companies:
7 major investment service websites, plus aggregate of smaller sites
Online Investment
| Company | 2022 | 2024 | % Change |
|---|---|---|---|
| Online Investment | 78 | 79 | 1% |
| Fidelity | 80 | 80 | 0% |
| Charles Schwab | 78 | 79 | 1% |
| E*Trade (Morgan Stanley) | 77 | 79 | 3% |
| All Others | 76 | 78 | 3% |
| Edward Jones | 76 | 78 | 3% |
| Vanguard | 77 | 78 | 1% |
| Robinhood | 75 | 77 | 3% |
| Merrill Edge (Bank of America) | 74 | 76 | 3% |
* 2023 results not available due to industry release moving from fourth to first quarter
Online Investment
| Benchmarks | 2022 | 2024 |
|---|---|---|
| Quality of mobile app | 83 | 85 |
| Reliability of mobile app (minimal down time, crashes, lags) | 83 | 85 |
| Ease of making an investment transaction | 80 | 82 |
| Ease of navigation | 78 | 81 |
| Helpfulness of customer support (live chat, help pages, call center) | 78 | 80 |
| Variety and selection of investment products | 80 | 80 |
| Helpfulness of investment research information | 77 | 79 |
| Site performance (page loading speed, reliability) | 80 | 79 |
| Usefulness of investment planning tools | 77 | 79 |
| Clarity and usefulness of investment product descriptions | 78 | 78 |
* 2023 results not available due to industry release moving from fourth to first quarter
Industry averages are weighted by companies’ market shares.
2024 results based on data collected October 2022 – December 2023