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:
2025
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Companies:
7 major investment service websites, plus aggregate of smaller sites
Online Investment
Satisfaction Benchmarks by Company
| Anchor Link | Company | 2024 | 2025 | % Change |
|---|---|---|---|---|
| Online Investment | 79 | 77 | -3% | |
| #fidelity | Fidelity | 80 | 83 | 4% |
| #charles-schwab | Charles Schwab | 79 | 78 | -1% |
| #vanguard | Vanguard | 78 | 77 | -1% |
| All Others | 78 | 76 | -3% | |
| #edward-jones | Edward Jones | 78 | 76 | -3% |
| #e-trade-morgan-stanley | E*Trade (Morgan Stanley) | 79 | 75 | -5% |
| #robinhood | Robinhood | 77 | 74 | -4% |
| #merrill-edge-bank-of-america | Merrill Edge (Bank of America) | 76 | 69 | -9% |
Online Investment
Customer Experience Benchmarks Year-Over-Year Industry Trends
| Benchmarks | 2024 | 2025 |
|---|---|---|
| Reliability of mobile app (minimal down time, crashes, lags) | 85 | 84 |
| Quality of mobile app | 85 | 83 |
| Ease of making an investment transaction | 82 | 79 |
| Ease of navigation | 81 | 78 |
| Site performance (page loading speed, reliability) | 79 | 78 |
| Helpfulness of customer support (live chat, help pages, call center) | 80 | 77 |
| Helpfulness of investment research information | 79 | 77 |
| Usefulness of investment planning tools | 79 | 77 |
| Variety and selection of investment products | 80 | 77 |
| Clarity and usefulness of investment product descriptions | 78 | 76 |
Industry averages are weighted by companies’ market shares.
2025 results based on data collected January 2024 – December 2024