Scottrade Gets Top Score in Customer Loyalty
Apr 12, 2012 (Close-Up Media via COMTEX) --
Investing services company Scottrade, Inc. announced it scored highest in customer loyalty among 11 financial services brands in the 2012 Satmetrix Net Promoter Benchmark Study.
According to a release, Scottrade took the top spot in the brokerage and investment category, securing the highest Net Promoter Score (NPS) "thanks to a combination of low cost, ease of use and responsive customer service," according to Satmetrix. The Satmetrix Net Promoter Benchmarks are based on survey responses from U.S. consumers nationwide who rate their experience with the primary brands they use. The NPS for each brand is based on customers' likelihood to recommend the company's product or service in the sector being rated.
"Scottrade associates have the same joy and fervor for trading and long-term investment success that our clients have," said Kim Wells, Scottrade's executive director of product development and chief marketing officer. "Our commitment to providing an exceptional client experience is the end result of all of our cumulative efforts, from research, product development and information technology, to providing educational resources either through our branch offices nationwide, our online Knowledge Center, or via phone, chat and social media channels."
"Today's financial environment coupled with the growing number of do-it-yourself tools available has motivated investors to play a larger role in managing their own finances," Wells said. "Scottrade's vision of offering exceptional value, engaging experiences and evolving solutions, creates opportunities for us to continue to listen to our clients and provide services they need to achieve financial success."
Satmetrix expanded its survey this year to reach more than 30,000 U.S. consumers, with ratings for more than 200 brands across 22 industry sectors. NPS is calculated as the percentage of customers who are promoters, rating the company 9 or 10 on a zero-to-ten point scale, minus the percentage who are detractors, rating 6 or lower. Consumers also rate each brand on various aspects of customer experience, including product or service features, customer service and overall value, enabling Satmetrix to analyze drivers of loyalty and recommendation.
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