Internet Investment Services

The ACSI has two decades of experience analyzing customer satisfaction with major internet firms offering investment services to the U.S. consumer market. Each year, the ACSI interviews hundreds of investors about recent experiences with their online investment service provider. The customer survey data serve as inputs to ACSI’s proprietary model, which embeds customer satisfaction within a series of cause-and-effect relationships.

Internet Investment Service Benchmarks »

Internet Investment Customer Experience Benchmarks

Unique to the online investment service industry, the ACSI captures customer opinions about critical elements of the online investor experience, including:

    • Ease of making an investment transaction
    • Investment product variety
    • Investment product description clarity
    • Investment research information
    • Investment planning tools
    • Site navigation
    • Site performance
    • Quality of mobile app
    • Reliability of mobile app
    • Customer support (live chat, help pages, call centers)

ACSI Finance, Insurance, and Health Care Report 2019-2020 »

The ACSI Client Advantage

Internet investment industry clients can take advantage of ACSI’s competitive and cross-industry benchmarking capabilities through two products: ACSI BenchmarkSM and ACSI DiagnosticSM.

ACSI clients gain access to confidential internet investment industry data spanning two decades, with more than 30 data points per year for the largest websites in the investment service industry. Key metrics include customer expectations, customer perceptions about the value and quality of their actual experiences, customer complaints, and customer retention.

ACSI’s proprietary modeling helps clients gauge their own website’s performance in relation to industry peers and best-in-class companies in other industries. Internet investment clients also access ACSI’s full array of customer experience benchmarks for their own industry as well as obtain actionable data for improving the customer experience.

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