Charles Schwab and Fidelity Investments Lead Investment Industry in 2014 Temkin Experience Ratings

We recently released the 2014 Temkin Experience Ratings that ranks the customer experience of 268 companies across 19 industries based on a survey of 10,000 U.S. consumers.

Charles Schwab and Fidelity Investments earned a 75% rating—only narrowly surpassing TD Ameritrade—and tied for 49th place overall out of 268 companies across 19 industries. These two firms are no strangers to the top of the rankings; Charles Schwab has been the highest-rated investment firm for three years in a row now, and Fidelity Investments maintained a second-place ranking from 2011 to 2013 before taking the top spot this year. At the other end of the spectrum, Scottrade and Wells Fargo Advisors tied for the lowest-rated investment firm, both landing in 208th place overall with a rating of 58% each. While this is Scottrade’s first stint on the bottom, Wells Fargo Advisors was also ranked as the lowest firm in 2011 and 2012.

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InvestmentsA
Here are some additional findings from the investment industry:

  • The ratings of all investment firms in the 2014 Temkin Experience Ratings are as follows: Charles Schwab (75%), Fidelity Investments (75%), TD Ameritrade (73%), Vanguard (72%), Edward Jones (71%), A credit union (69%), Ameriprise Financial (68%), E*TRADE (66%), Morgan Stanley Smith Barney (65%), ING Direct (63%), Merrill Lynch (61%), Wells Fargo Advisors (58%), and Scottrade (58%).
  • Morgan Stanley Smith Barney (+11 points), E*Trade (+8 points), and A credit union (+5 points) improved their ratings the most between 2013 and 2014.
  • Scottrade (-5 points), Merrill Lynch (-2 points), Ameriprise Financial (-1 point) and Wells Fargo Advisors (-1 point) were the only investment firms whose ratings declined between 2013 and 2014.
  • Overall, the investment industry averaged a 68% rating in the 2014 Temkin Experience Ratings and tied for 6th out of 19 industries. It was also one of the 15 industries to improve its rating over the past year, increasing its average by 2.9 percentage points.

Here are how the companies performed on each of the three components of the Temkin Experience Ratings, compared with the industry average:

InvestmentsB

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To see all of the Temkin Ratings (Experience, Trust, Forgiveness, Customer Service, and Web Experience), visit the Temkin Ratings websiteTemkin Ratings website

Written by 

I'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about leading-edge XM topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

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