Forrester's Customer Experience Index (CX Index™) methodology measures how well a brand's customer experience creates and sustains the loyalty of its customers. In addition to the No. 1 ranking overall, Edward Jones finished highest in the categories of Customer Service and Clear Communications among investment firms. And the likelihood of recommending their investment firm was highest among Edward Jones clients.
"We strive to build deep personal relationships with every one of our clients. It begins with understanding what is most important to our clients, then how, when and where they want to be served, which helps us deliver an ideal experience for each client," said Ken Cella, Edward Jones principal for the Client Strategies Group. "But more than that, our relationships are based on truly listening to our clients so that we can understand their goals and motivations and ultimately build personalized solutions that holistically support their life's goals."
The ranking was based on responses from 15,765 US individuals measuring 21 brands in the investment firm industry. The proprietary survey results are based on consumers' opinions of the experiences with the brands in the survey.