Confero announced that that the firm recently provided telephone mystery shopping research for the 2019 annual Stockbrokers.com Online Broker Review. The research included gathering of 4,544 data points in nine different areas, which were used to provide ratings for the online brokerage companies. The areas of interest were commissions and fees; offering of investments; platforms and tools, research, customer service, mobile trading, ease of use, education and banking. The study is in its 9th year, and the information in it helps investors compare and view information about 16 online stockbrokers, giving them a tool to use when choosing a broker. A quick snapshot of the study shows key insights such as an average connect time of 37 seconds and overall rating of 7.5 for professionalism.
Confero’s mystery shoppers called brokerages and presented scenarios. They then listened for factors such as timing, greeting, use of the caller’s name and product knowledge. This is the fifth year that Confero has provided telephone mystery shopping for this study.