A new study by J.D. Powers and Associates found thatself-directed investors' overall satisfaction with their investmentfirm has improved from 2011, but satisfaction with trading chargesand fees has decreased for the second year in a row.
The J.D. Powers and Associates 2012 U.S. Self-Directed InvestorSatisfaction Study measures customer satisfaction withinvestment firms based on their performance in account information,account offerings, information resources, interaction, problemresolution, and trading charges and fees.
Non-trading fees were the main source of dissatisfaction in thisyear’s survey. It found that satisfaction averages 723 (on a1,000-point scale) when investors do not pay a non-trading charge,compared with 613 when they are aware of maintenance fees and 628when they are aware of inactivity fees. Overall, satisfaction withtrading charges and fees is 697, down from 703 in 2011.
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