Charles Schwab Ranks Highest in Customer Satisfaction According to Newest J.D. Power and Associates Study

Firm Emerges On Top, With Investors Citing Firm Interaction, Account Information and Offerings, Information Resources, and Problem Resolution as Key Driving Factors

Monday, October 5, 2009 5:45 am PDT



Public Company Information:


SAN FRANCISCO--(BUSINESS WIRE)--Charles Schwab & Co., Inc., was ranked the highest in overall customer satisfaction among self-directed investors in the J.D. Power and Associates 2009 Self-Directed Investor Satisfaction StudySM.

“In today’s economic environment, receiving the highest ranking from J.D. Power and Associates is a true nod to the exceptional service that has driven our customer relationships for nearly four decades,” said Ben Brigeman, executive vice president, Schwab’s Investor Services. “Quite simply, our role is to help individual investors regardless of economic cycles — giving our clients access to great tools and research and providing help and guidance that matches their particular needs. In what has been a difficult year we’ve enhanced our online offerings, made research timelier and expanded our financial consultant program, and we appreciate that customers have responded favorably.”

Schwab ranks highest in overall investor satisfaction with a score of 796 (on a 1,000-point scale). Additionally, Schwab receives the highest scores in the Information Resources, Account Information, and Interaction factors, which drive overall satisfaction. The firm’s performance is particularly strong in the most important factor, Interaction, which includes, among other areas, investor satisfaction with the web site. Schwab also performs particularly well in delivering account information to investors and giving them the resources needed to make investment decisions.

“We received this recognition not only because of the skill and dedication of our client-facing team members, but also due to the hard work of all the people behind the scenes supporting out clients. Even in these economic times, we have continued to enhance the services we provide to our clients across all channels, and it’s our people who truly make the difference," continued Brigeman. “The fact that we’ve received top marks from customers with all styles of investing — whether online, offline, active traders or otherwise — speaks to the wide range of engagement and support options we have at Schwab.”

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

About Charles Schwab

The Charles Schwab Corporation (Nasdaq:SCHW) is a leading provider of financial services, with more than 300 offices and 7.6 million client brokerage accounts, 1.5 million corporate retirement plan participants, 646,000 banking accounts, and $1.3 trillion in client assets. 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. The Charles Schwab Bank (member FDIC) provides banking and mortgage services and products. More information is available at (1009-11184)

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 firm’s quality and satisfaction measurements are based on responses from millions of consumers annually. For more information on cell phone ratings, car reviews and ratings, car insurance, health insurance and more, please visit J.D. Power and Associates is a business unit of The McGraw-Hill Companies.


Charles Schwab
Matt Hurwitz, 415-667-0480
Pablo Rodriguez, 415-486-3267

Corporate Public Relations
Contacts for Journalists Only




Business Wire NewsHQ℠