BUSINESSWEEK ONLINE:   Business Week ebiz
DATA MINE Aug. 19, 1999 Online Brokers Get a Thumb's Down in Customer Satisfaction Which brokerage firms have the most satisfied customers? The answer may surprise you. Despite the surging use of Internet trading, online brokerage firms rank well below average in customer satisfaction, according to a study of individual investors by J.D. Power & Associates. At the top of the list are financial planners and regional brokerage firms. What made customers of online brokers so dissatisfied? The companies weren't very good at customer service, education, or providing information. Overall customer satisfaction index (by type of company) Financial planners: 109 Regional brokerage firms: 107 National brokerage firms: 103 Industry average: 100 Mutual fund: 94 Banks: 88 Online brokers: 83 Discount brokers: 80 DATA: J.D. Power & Associates _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ BACK TO TOP					MORE NUGGETS B2B Is Where the Action Is Business-to-business E-commerce is set to explode More Bucks from Boob-Tube Browsers Where the Web-on-TV money will come from fraud.com? Online retailers are seeing little evidence of fraud at their sites The Mother Lode Collected nuggets from Data Mine