May 26, 2009 (updated October 7, 2009)
Customer Advocacy 2009: How Customers Rate US Banks, Investment Firms, And Insurers
This is the thirteenth document in the "Customer Advocacy" series.
by Bill Doyle
with Benjamin Ensor, Peter Wannemacher, Courtney Tincher
Executive Summary (This is a document excerpt)
US consumers rate their financial services firms lower than ever in our most recent customer advocacy survey. Investment firms as a group rank lowest as former high-fliers Edward Jones and Vanguard slip and full-service firms like Morgan Stanley skid toward the bottom of our rankings. Banks bounced a bit higher year-over-year, with improved ratings for Wells Fargo and JPMorgan Chase. Insurers remain the highest-rated firms, with property and casualty firms leading the pack. Perennial standouts USAA and State Farm Mutual Automobile Insurance lead the way.
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TABLE OF CONTENTS |
NOTES & RESOURCES |
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| Forrester surveyed more than 4.500 US households in the second half of 2008. This document details the resulting data, focusing on financial consumers' attitudes toward their financial providers. Related Research Documents
June 23, 2008
June 25, 2007
August 1, 2005 |
Customer Advocacy Continues To Drive Retention And Future Purchases 
Investment Clients Rate Their Firms Lowest Find Documents In Related CategoriesThis document falls under the following categories. Click on a link below to find similar documents.
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Original air date: Wednesday, September 10, 2008
- What Satisfies Financial Services Consumers
- Earning The Loyalty Of Banking Customers
- Lessons From Edward Jones' Mutual Fund Debacle
- How Financial Firms Rank On Customer Advocacy
- Customer Advocacy: The Secret To Loyal Financial Services Customers
- Customer Advocacy 2006: How Consumers Rate Their Banks, Brokerages, And Insurers
- Customer Advocacy 2007: How Customers Rate Banks, Brokerages, Insurers, and Credit Card Issuers
- Customer Advocacy 2007: How Customers Rate European Banks
- How Canadians Rate Their Banks On Customer Advocacy
- Case Study: Charles Schwab Storms Back By Focusing On Customer Loyalty
- Customer Advocacy 2008: How US Consumers Rate Their Banks, Brokerages, And Insurers
- Customer Advocacy 2008: How Customers Rate European Banks
- Customer Advocacy 2009: How Customers Rate Canadian Banks
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