Online investing services company outperforms in annual satisfaction study, leads industry in overall interaction, account information, and trading charges and fees
ST. LOUIS, June 17, 2013 – Online investing services company Scottrade, Inc. ranks highest in overall satisfaction in J.D. Power’s 2013 U.S. Self-Directed Investor Satisfaction StudySM released today, bucking the downward trend of the industry. Scottrade ranks highest with a 12-index-point gain over 2012 and a 13-point lead over other firms. The industry average decreased by 16 index points; Scottrade’s overall score of 810 was 58 points above the industry average.
“This is a demonstration that our clients value how much we have to offer,” said Scottrade Founder and CEO Rodger Riney. Scottrade was first recognized by J.D. Power and Associates for highest online investor satisfaction in 2001, and this award marks Scottrade’s ninth investor satisfaction award from J.D. Power and Associates.
“We did not press forward in just one area, but received strong marks across the board. And, we scored highest in the three most important areas to clients – interaction, account information, and trading charges and fees,” Riney said. “Throughout our 33-year history we have evolved to deliver a consistent award-recognized experience, which our clients expect. We are committed to continuing this momentum.”
In just the past two months, Scottrade has introduced new products to the marketplace, including a powerful portfolio management tool to help clients manage their investment strategies with hands-on support from local branch offices, access to trade mini options on the first day of the industry’s launch, and a one-of-a-kind flexible dividend reinvestment program. As the firm’s offerings and tools have expanded, so have the ways in which it engages with clients. In-person support at more than 500 nationwide branch offices is supplemented by service centers, online education communities, social media channels, email and chat.
“What Scottrade does best is understand where clients are in their investment and trading strategies to help remove barriers and build confidence,” said Kim Wells, Scottrade’s chief marketing and digital officer. “We will never stop looking for ways to deliver solutions and experiences investors and traders need to be successful – while still being known for providing exceptional value.”
Scottrade led the industry in satisfaction in overall interaction, account information and trading charges and fees. With a 10-index-point increase from 2012, Scottrade achieved the highest performance in the industry for:
o Promptness of being served
o Website satisfaction
o Ease of navigating firm’s website
o Clarity of information provided
o Speed of trade execution
o Ease of making trades
o Helpfulness of chat/email
This year’s U.S. Self-Directed Investor Satisfaction StudySM is based on responses from 3,619 completed surveys from self-directed investors. The study was fielded in late January and early February of this year.
Other notable recognitions Scottrade received this year include:
• In April, the Gateway to Innovation Founders Award for its commitment to supporting technology communities.
• Also in April, the TNS Choice Award for its outstanding performance in attracting and retaining clients in the investment services category.
• In March, the Barron’s Annual Online Broker Review gave 4 out of 5 stars for its in-person service; 4 out of 5 stars for mobile; and 4.5 out of 5 stars for customer service and education.
• In February, for the second consecutive year, the title of Best Overall Client Experience in StockBrokers.com’s annual online broker review.
• In January, WorkplaceDynamics named it a National Top Workplace, selected for the Top 150 list from more than 850 companies.
• Also in January, ranked No. 53 on FORTUNE's "100 Best Companies to Work For" list, making it for the sixth consecutive year.
About Scottrade, Inc.
Investors who enjoy online stock trading will find value and personalized customer service at online investing firm Scottrade, Inc. Founded in 1980, Scottrade enables clients to learn about online trading tools, stock market research and how to buy stocks online, many at just $7 per trade. With more than 500 nationwide branch offices, Scottrade has the largest branch network among online brokerage firms. To learn more about one of FORTUNE magazine’s “100 Best Companies to Work For,” visit about.scottrade.com or www.scottrade.com and follow us on Facebook, Twitter, YouTube and Flickr. Member FINRA/SIPC.
About J.D. Power
J.D. Power is a global marketing information services company providing performance improvement, social media and customer satisfaction insights and solutions. The company’s quality and satisfaction measurements are based on responses from millions of consumers annually. Headquartered in Westlake Village, Calif., J.D. Power has offices in North America, Europe and Asia Pacific. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. J.D. Power is a business unit of McGraw Hill Financial.
About McGraw Hill Financial
McGraw Hill Financial (NYSE: MHFI), a financial intelligence company, is a leader in credit ratings, benchmarks and analytics for the global capital and commodity markets. Iconic brands include: Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, Platts, CRISIL, J.D. Power, McGraw-Hill Construction and Aviation Week. The Company has approximately 17,000 employees in 27 countries. Additional information is available at http://www.mhfi.com.
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