U.S. customer satisfaction with online brokerage 2000-2021

This timeline shows the customer satisfaction with online brokerage over the years, measured on the American Customer Satisfaction Index (ACSI) scale. In 2021, customer satisfaction with internet brokerage was measured with 78 ACSI points.

U.S. customer satisfaction with internet investment services from 2000 to 2021 (index score)

Characteristic	ACSI score (100-point scale)
2021	78
2020	78
2019	81
2018	79
2017	79
2016	80
2015	76
2014	82
2013	80
2012	78
2011	76
2010	78
2009	78
2008	74
2007	79
2006	78
2005	76
2004	75
2003	76
2002	73
2001	69
2000	72

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Release date

November 2021

More information

Region

United States

Survey time period

2000 to 2021

Method of interview

Face-to-face interview

Supplementary notes

*The indexes are multivariable components measured by several questions. The questions assess customer evaluations of the determinants of each index. Indexes are reported on a 0 to 100 scale. Data from interviews with approximately 70,000 customers annually are used as inputs into an econometric model to measure satisfaction with more than 200 companies in 44 industries and 10 economic sectors, as well as more than 130 federal government departments, agencies, and websites. Results are released on a monthly basis with all measures reported using a zero to 100 scale.

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