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.
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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
67.57072.57577.58082.585
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*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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ACSI®. (November 7, 2021). U.S. customer satisfaction with internet investment services from 2000 to 2021 (index score) [Graph]. In Statista. Retrieved June 30, 2025, from https://www.statista.com/statistics/185768/us-customer-satisfaction-with-online-brokerage-since-2000/
ACSI®. "U.S. customer satisfaction with internet investment services from 2000 to 2021 (index score)." Chart. November 7, 2021. Statista. Accessed June 30, 2025. https://www.statista.com/statistics/185768/us-customer-satisfaction-with-online-brokerage-since-2000/
ACSI®. (2021). U.S. customer satisfaction with internet investment services from 2000 to 2021 (index score). Statista. Statista Inc.. Accessed: June 30, 2025. https://www.statista.com/statistics/185768/us-customer-satisfaction-with-online-brokerage-since-2000/
ACSI®. "U.S. Customer Satisfaction with Internet Investment Services from 2000 to 2021 (Index Score)." Statista, Statista Inc., 7 Nov 2021, https://www.statista.com/statistics/185768/us-customer-satisfaction-with-online-brokerage-since-2000/
ACSI®, U.S. customer satisfaction with internet investment services from 2000 to 2021 (index score) Statista, https://www.statista.com/statistics/185768/us-customer-satisfaction-with-online-brokerage-since-2000/ (last visited June 30, 2025)
U.S. customer satisfaction with internet investment services from 2000 to 2021 (index score) [Graph], ACSI®, November 7, 2021. [Online]. Available: https://www.statista.com/statistics/185768/us-customer-satisfaction-with-online-brokerage-since-2000/
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