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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.


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:


  • Updated:


  • Most recent data:


  • Companies:

    7 major investment service websites, plus aggregate of smaller sites

Online Investment

Satisfaction Benchmarks by Industry*
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

Customer Experience Benchmarks Year-Over-Year Industry Trends*
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

Connect With ACSI

Connect With ACSI

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