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Client Satisfaction Is Our Top Priority

When I assumed the responsibilities of CEO of Charles Schwab nearly a decade ago, we were in the midst of the worst recession in modern history, precipitated in large part by a subprime mortgage crisis that undermined investors’ trust in the financial-services industry. When roughly 80% of major U.S. banks applied for aid from the U.S. Treasury’s historic $700 billion bailout program,1 even those of us who didn’t seek relief knew we faced an uphill battle in earning back consumers’ trust.

Client trust and satisfaction have always been top priorities for Schwab, born from our deep-seated belief that trust takes a lifetime to earn but can be lost in an instant.

This year, we were ranked by J.D. Power as “Highest in Investor Satisfaction with Full Service Brokerage Firms” for the third year in a row.2 We also earned Highest in Group Retirement Satisfaction among Large Plan Providers in the 2018 J.D. Power Group Retirement Satisfaction Study.3

These coveted accolades are welcome recognition of another core belief: that investors deserve the best service at the best value, each and every day.



Walt Bettinger

President & CEO

1Maurna Desmond, “They Turned Down the TARP,”, 01/23/2009.

2Charles Schwab received the highest numerical score in the J.D. Power 2016–2018 U.S. Full Service Investor Satisfaction Study. 2018 study based on 4,419 total responses from 18 firms measuring opinions of investors who used full-service investment institutions, surveyed November–December 2017.

3Charles Schwab earned the highest overall satisfaction score in the Large Plan segment of the 2018 J.D. Power Group Retirement Satisfaction Study. The 2018 study was based on 9,500 responses from group retirement plan members surveyed February–March 2018.

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