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	May 26, 2009 (updated October 7, 2009) Customer Advocacy 2009: How Customers Rate US Banks, Investment Firms, And Insurers by Bill Doyle with Benjamin Ensor, Peter Wannemacher, Courtney Tincher

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Executive Summary

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.

TABLE OF CONTENTS

• Customer Advocacy Continues To Drive Retention And Future Purchases
• Supplemental Material
• Related Research Documents

This is an excerpt