Match Your Needs to Online Brokerage Service
Investor's Business Daily (10/20/00) Vol. 104, No. 42 p.B14; Moreau, Dan

While online brokers attracted 4 million new accounts this year, the customer satisfaction firm J.D. Power said that customers were not satisfied with the service they received. Customers were particularly unsatisfied with the frequency of computer crashes and the long waits for replies to inquiries. But the online brokerages seem to be improving, according to Keynote Systems, which found that while brokers completed a test trade 85 percent of the time in February, that figure is now up to 95 percent. According to a J.D. Power survey of 2,000 investors, the most important aspects of online brokers are customer service, information and education, integrity, processing, portfolio management, and fees and commissions. According to Gomez.com, the top 10 online brokers are Charles Schwab, E-Trade, Fidelity Investments, DLJdirect, TD Waterhouse, National Discount Brokers, American Express Brokerage, Merrill Lynch & Co., My Discount Broker, and Suretrade.


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