Trends Report

What US Affluent Investors Want From Their Investment Firms' Web Sites

Account Data Is Most Important, With Vanguard Rated Highest For Quality

February 12th, 2009
BD
Bill Doyle
With contributor:
Courtney Tincher

Summary

More than three-quarters of all US online affluent investors use their investment firms' Web sites, up from two-thirds in 2005. What site features do they value most? Balances and holdings are by far the most important. Online trading has also become relatively more important in the past three years. Moreover, investors rate the same features high on quality, with clients of Vanguard and Charles Schwab giving their sites' account information the highest quality ratings. But other features lag in quality. For example, advisor communications tools are rated high in importance but low in quality. eBusiness channel managers should heed their own sites' quality ratings: The higher the quality scores that a client assigns, the more money the client keeps with the firm, and the more likely the client is to consider the firm for more products.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.