Charles Schwab Ranks Highest in Customer Satisfaction in 2012 J.D. Power and Associates Study

Schwab Achieves Highest Score in Account Information, Account Offerings and Information Resources

Thursday, June 14, 2012 10:00 am PDT



Public Company Information:

"We know the past decade has been a difficult one for individual investors, and clients are more focused than ever before on how firms like ours demonstrate commitment to service, model trustworthy behavior, and show a willingness to put them first"

SAN FRANCISCO--(BUSINESS WIRE)--Charles Schwab has received the highest ranking in overall customer satisfaction in the 2012 US Self-Directed Investor Satisfaction StudySM from J.D Power and Associates. With an index score of 801 on a 1,000-point scale, Schwab scored 33 points above the overall satisfaction industry average. Schwab received the highest score in customer satisfaction in the areas of account information, account offerings and information resources.

“We know the past decade has been a difficult one for individual investors, and clients are more focused than ever before on how firms like ours demonstrate commitment to service, model trustworthy behavior, and show a willingness to put them first,” said Charles Schwab President and CEO Walt Bettinger. “These are behaviors that a wide range of investors, from those that are self-directed to a growing number of clients looking for ongoing professional investment management and financial planning assistance, expect from us today, and rightfully so.”

Schwab’s top ranking in the J.D Power and Associates study comes at a time when the difficult investment environment has intensified the need for productive and helpful client interactions. Through the end of May 2012, Schwab has conducted approximately 265,000 face-to face interactions with clients, delivered 8,900 complimentary consultations, and assisted more than 17,000 clients with their planning needs. Assets in Schwab’s growing advice programs stood at $114 billion as of May 31, 2012, and the firm is adding on average more than $1.6 billion in new assets to these offers each month of 2012.

During this period the company’s measurement of client satisfaction and willingness to recommend the company has reached an historical high. A recent description of the company’s focus on client service is available at:

The official J.D Power and Associates press release can be viewed at

About Charles Schwab

The Charles Schwab Corporation (NYSE:SCHW) is a leading provider of financial services, with more than 300 offices and 8.7 million active brokerage accounts, 1.5 million corporate retirement plan participants, 815,000 banking accounts, and $1.76 trillion in client assets as of May 31, 2012. Through its operating subsidiaries, the company provides a full range of securities brokerage, banking, money management and financial advisory services to individual investors and independent investment advisors. Its broker-dealer subsidiary, Charles Schwab & Co., Inc. (member SIPC,, and affiliates offer a complete range of investment services and products including an extensive selection of mutual funds; financial planning and investment advice; retirement plan and equity compensation plan services; referrals to independent fee-based investment advisors; and custodial, operational and trading support for independent, fee-based investment advisors through its Advisor Services division. Its banking subsidiary, Charles Schwab Bank (member FDIC and an Equal Housing Lender), provides trust and custody services, banking and mortgage services and products. Investment products offered by Charles Schwab & Co., Inc. are not insured by the FDIC, are not deposits or obligations of Charles Schwab Bank, and are subject to investment risk, including the possible loss of principal invested. More information is available at and

Follow us on Twitter: @charlesschwab
Read our blog: Schwab Talk

About J.D. Power and Associates

Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services company operating in key business sectors including market research, forecasting, performance improvement, training and customer satisfaction. The company’s quality and satisfaction measurements are based on responses from millions of consumers annually. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit J.D. Power and Associates is a business unit of The McGraw-Hill Companies.

© 2012 Charles Schwab & Co., Inc. All rights reserved. Member SIPC.

Some links provided in this press release take you to websites not owned by Charles Schwab or its affiliates. Charles Schwab is not responsible for the content on those websites and does not provide, edit, or endorse any of the content. Those non-affiliated companies are wholly responsible for the content and features found on their sites.



Charles Schwab
Michael Cianfrocca, 415-667-0344

Corporate Public Relations
Contacts for Journalists Only




Business Wire NewsHQ℠