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Net Promoter Industry Report 2009- Financial Services- Brokerage and Investments B2C

Published by: Satmetrix Systems, Inc.

Published: Mar. 30, 2009 - 19 Pages


Table of Contents


1. INDUSTRY DATA

1.1. Net Promoter Industry Data: Overview

1.2. Net Promoter Scores by Company - Highest to Lowest

1.3. % Detractors, Passives, Promoters by Company - Highest to Lowest by NPS

1.4. % Detractors, Passives, Promoters by Company - Highest to Lowest by Promoters

1.5. % Detractors, Passives, Promoters by Company - Highest to Lowest by Passive

1.6. % Detractors, Passives, Promoters by Company - Highest to Lowest by Detractors

2. INDIVIDUAL COMPANY DATA

Charles Schwab

E*TRADE

Fidelity

Merrill Lynch

Morgan Stanley

Smith Barney

TD Ameritrade

3. APPENDIX

3.1. Data Collection Period

3.2. Data Collection Methodology

3.3. Internal vs. External Net Promoter Data Collection

3.4. Netpromoter.com

3.5. Satmetrix

4. LEGAL NOTICES AND POLICIES

4.1. Trademarks

4.2. Copy of License Agreement

Abstract

Net Promoter Score is a measure of customer loyalty that has been linked to company growth in numerous studies across industries and around the globe. Developed by Satmetrix, Bain & Company, and Fred Reichheld, the NPS concept has been embraced by leading companies worldwide as the standard for measuring and improving customer loyalty. This report covers customer experience for personal brokerage and investment services offered to U.S. consumers by the following 7 companies: Charles Schwab, E*TRADE, Fidelity, Merrill Lynch, Morgan Stanley, Smith Barney, and TD Ameritrade. Charles Schwab maintained its leadership position in the brokerage and investments sector with an NPS of 36 percent, while troubles at Merrill Lynch placed it in last position. Data for the report was collected in Q4 2008 using an opt-in email survey with consumers who had purchased from these companies within the past year.

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