(Length: 4 pages)

May 22, 2006

Customer Advocacy 2006: How Consumers Rate Their Banks, Brokerages, And Insurers

This is the sixth document in the "Customer Advocacy" series.

by Bill Doyle

with Bruce D. Temkin, Peter Hult, Eric M. Dolan

Executive Summary (This is a document excerpt)

Customer advocacy remains the best predictor of future purchase intent among financial services consumers. USAA and credit unions continue to lead all major firms in customer advocacy. GEICO and Safeco raised their scores this year to join other property and casualty insurers near the top of the rankings. Full-service brokerages like Morgan Stanley and Wachovia Securities, on the other hand, tumbled to the bottom half of our ranking. Large banks like JPMorgan Chase and Citibank bring up the rear.