2009 Self-Directed Investor Satisfaction Study

Overall Satisfaction: This score is based on investors' overall satisfaction with their investment firm. Close Account Offerings: This score is based on how investors rate their investment firm on the effectiveness in communicating new products/services and variety of investment options and services. Close Information Resources: This score is based on how investors rated their investment firm on the investment news, research, and analysis provided by their firm; variety of online investment tools; and variety of investment education/services. Close Account Information: This score is based on how investors rate their investment firm on the usefulness of account information provided, ease of accessing account information, and variety of options to access account information. Close Trading Charges and Fees: This score is based on how investors rated their investment firm on the fairness of trading charges, clarity of the explanation of fees/trading charges, and reasonableness of account/maintenance fees. Close Interaction: This score is based on how investors rate their investment firm on their interaction experience, including Web Site Interaction, Phone Customer Service representative, Branch Customer Service Representative, and Automated Phone System. Close