Trends Report

The US Investment Firms Customer Experience Index, 2021

How US Investment Firms Earn Loyalty With The Quality Of Their Experience

December 17th, 2021
Vijay Raghavan, Senior Analyst
Vijay Raghavan Senior Analyst
Pete Jacques, Principal Analyst
Pete Jacques Principal Analyst
With contributors:
David Truog , Harley Manning , Sam Karpinski , Daniel Portillo , Shayna Neuburg

Summary

How customers perceive a brand influences how much they spend with the brand and whether they recommend it, as well as how likely they are to forgive the brand’s missteps. This report answers the question, “Which investment firms are providing the best customer experience (CX), and how are they improving the quality of their experiences?” We reveal the complete rankings of the 21 investment firms and direct brokerages that were analyzed as part of the US Customer Experience Index (CX Index™) in 2021. Customer experience professionals can use this report to inform their ongoing improvement efforts.

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