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		Investment Services For the financial community, determining the factors that drive customer satisfaction is crucial to building customer loyalty and generating new investors. J.D. Power and Associates' financial studies provide brokerage firms with a better understand of their strengths and weaknesses from the investor's point of view. Press Releases: 2002 Online Trading Investor Satisfaction Study 2002 Full-Service Investor Satisfaction Study 2001 Women Investors Special Report Contact J.D. Power and Associates View award recipients Online Trading Customer Satisfaction Study The success of online brokerage firms is dependent upon understanding the needs of their investors. Determining crucial customer satisfaction drivers will provide insight into factors that affect customer loyalty and retention and help set a quality benchmark for the industry. J.D. Power and Associates semi-annual Online Trading Customer Satisfaction Study released in March and September, 2002 furnishes the online brokerage community with actionable information to better understand the expectations, needs and desires of today's online traders. The study analyzes online investing firms that combined, represent a majority of the online trading market. These include: American Express, Ameritrade, Brown & Co., Datek Online, E*TRADE Financial, Fidelity, Harrisdirect (a combination of CSFBdirect and Harris Investor Line), Merrill Lynch, Morgan Stanley, Quick & Reilly, Schwab, Scottrade, T. Rowe Price, and TD Waterhouse Investor Services. Full Service Investor Satisfaction Study Similar to Online Trading, the success of Full Service brokerage firms is dependent upon understanding the needs of their investors. Determining crucial customer satisfaction drivers will provide insight into factors that affect customer loyalty and retention and help set a quality benchmark for the industry. J.D. Power and Associates' first annual Full Service Customer Satisfaction Study released in June, 2002 furnishes the brokerage community with actionable information to better understand the expectations, needs and desires of today's investors. The study analyzes the top 21 Full Service firms that combined, represent a majority of the market. These include: A.G. Edwards, American Express, Bear Stearns & Co., Charles Schwab, Credit Suisse First Boston, Dain Rauscher, Edward Jones, Fidelity, JP Morgan/Chase, Legg Mason, Merrill Lynch, Morgan Stanley, Prudential, Quick & Reilly, R.W. Baird, Raymond James, Salomon Smith Barney, TD Waterhouse, UBS/PaineWebber, U.S. Bancorp Piper Jaffray, and Wachovia Corp. See Financial Services Studies and Awards
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