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| Annuities | Public Annuity Education: Explaining Annuity Products |
In this report we examine the public annuity education content offered by Annuity Monitor firms. Given the inherent complexities of annuity products and fears surrounding fees and suitability, it is important for firms to make comprehensive annuity education resources publicly available online. | | Details |
| Brokerage | E-Delivery |
This e-Monitor Report looks at e-delivery and online document capabilities offered by brokerage firms a topic we last looked at in December 2008. We focus primarily on the types of documents available online, as well as accessibility, online archive length and document format. We also look at the e-delivery availability and enrollment procedures, as well as flexibility in choosing delivery preferences. | | Details |
| Credit Cards | Card Rewards Sites |
Over the last several years, card rewards sites have begun to evolve from single-function redemption portals into multi-function standalone sites. In this report, we look at each issuer's universal rewards program site, examining the design and functionality provided by each firm. This is our first look at this topic since 2007. | | Details |
| Mutual Funds | Transaction Interfaces |
This Mutual Fund Monitor Advisor Report reviews the mutual fund transaction platforms that allow clients to buy, sell and exchange shares. In addition to detailed findings, we offer a summary matrix and a set of recommendations to help firms improve their transaction platforms. | | Details |
| Banking | Private Site Account Maintenance |
A key feature of the online banking experience, private site account maintenance features allow users to easily update their profiles and account details. In this report, we look at the self-service tools offered by each Bank Monitor firm, examining both the range of options available and the organization of these features. | | Details |
| Brokerage | Estate Planning |
This Broker Monitor Report looks at estate planning services offered by brokerage firms. We focus particularly on specialized services that are available for estate planning and trust accounts, as well as information, educational resources and other online tools. In addition, we offer our recommendations for firms to consider. | | Details |
| Mutual Funds | Literature Order Systems |
This Mutual Fund Monitor Advisor Report reviews the literature order systems firms provide their advisors. In our analysis, we the accessibility and organization of firms' literature order systems, and also looked at the value-added features and general information about each literature piece. | | Details |
| Annuities | Year-End Client Account Statements Review: Tracking Account Performance |
This report reviews the paper year-end account statements sent to clients by Annuity Monitor firms. Year-end account statements provide annuity clients with a comprehensive look at contract performance and activity. The statements are the most important communications that firms send clients. Thus, it is imperative that the documents provide ample contract detail and an honest level of transparency. | | Details |
| Banking | Online Bill Pay |
Once a rare perk, online bill pay has become a universal tool among Bank Monitor firms. In this Bank Monitor Report, we look at the current state of bill pay, investigating the key features and capabilities of each Bank Monitor firm’s bill pay service. | | Details |
| Brokerage | Trade Tickets |
This e-Monitor Report looks at online trade tickets – a topic we last covered more than two years ago. We focus solely on stock tickets and look at accessibility, usability, supplementary information and advanced features. We review the entire trading process, from order entry to order verification and confirmation. In addition, we offer our best practices for firms to consider. | | Details |
| Credit Cards | Online Card Applications |
In this Credit Card Monitor Report, we look at online applications – a key feature of any card issuer’s public site. The report evaluates each application’s design, page layout and embedded account options. | | Details |
| Brokerage | Account Fee Update |
This Broker Monitor Report provides an update on account and service fees charged by brokerage firms. We highlight account fees for basic brokerage, cash management and retirement accounts, as well as common service fees. We also compare current fees to those charged in June 2009, when we last looked at account fees. In addition, we offer our recommendations regarding communicating fee changes to clients and prospects. | | Details |
| Mutual Funds | Rollover IRA Resources |
This Mutual Fund Monitor – Advisor Report examines the rollover IRA sales and educational material that firms provide to advisors. We look for both advisor-only and client-ready resources, and evaluate the accessibility and organization of these resources. In addition to detailed findings, we offer a summary matrix and a set of recommendations to help firms improve their rollover IRA content. | | Details |
| Mutual Funds | Private Homepages |
This Mutual Fund Monitor Report reviews the private homepages set forth for clients. In this report, we analyze the account information, promotional ads and general page layout of each firm’s private site homepage. In addition to detailed findings, we offer a summary matrix and a set of recommendations to help firms improve their private site homepages. | | Details |
| Annuities | Client Account Information Displays |
The account information display is an essential online client resource. Most pertinent contract details are presented directly on the account information display, and the page also has a significant impact on navigation, often serving as the private site homepage. In this report, we evaluate the client account information displays using layout, navigation and contract information as the key areas of review. | | Details |
| Banking | Banking Rewards Programs |
Many banks now offer banking rewards programs in order to attract new clients and provide incentives for existing account holders to maintain their current accounts. Generally connected to either a specific checking account or an optional debit card, all banking rewards programs offer clients points for card based-spending, with many including bonus points for other transaction-types as well. In this report, we investigate these rewards programs, what they offer and what clients receive for their spending. | | Details |
| Brokerage | Annual Statement Analysis |
In this Broker Monitor Report, we present our Annual Statement Analysis. We once again use our expanded Benchmarking Audit framework to rank firms’ statements in a number of areas. We also offer recommendations for firms to consider when designing and planning their statements. | | Details |
| Brokerage | User Forums |
This e-Monitor Report looks at user forums that brokerage firms offer on their websites. We focus on the availability of forums for both clients and prospects, their accessibility, features of each forum, variety of categories and topics, as well as posting and reply options. In addition, we offer our best practices for firms to consider. | | Details |
| Credit Cards | Co-branded Airline Rewards Cards |
Co-branded flight rewards cards marketed with specific airlines have long been one of the most lucrative product lines for card issuers. These cards offer users a tangible reward that builds on existing frequent flyer programs, and can command between $20 and several hundred dollars each year from clients. In this report, we look at the co-branded relationships and cards currently being marketed by credit card issuers to new prospects. | | Details |
| Mutual Funds | Practice Management |
This Mutual Fund Monitor – Advisor Report reviews the materials firms provide to help advisors with their back-office efficiency. We evaluated the types of offerings provided, such as in-person workshops and downloadable sales ideas, as well as a good variety of topics, including referrals, networking and value propositions. In addition to detailed findings, we offer a summary matrix and a set of recommendations to help firms improve their practice management resources. | | Details |
| Mutual Funds | Quarterly Newsletters |
This Mutual Fund Monitor Report reviews the investor newsletters firms send their clients along with quarterly statement mailings. We looked for newsletters that offer timely advice and interesting articles in a well-designed layout, and we also focused on newsletters that highlight firm products, services and awards. | | Details |
| Annuities | Public Homepage Reviews: First Impressions Are Everything |
This report evaluates the public homepages offered by the Annuity Monitor firms. The public homepage is the gateway to a firm’s online content and offers prospects a first look at the firm and its offerings. Because of the homepage’s importance, it is crucial that firms offer content-rich, visually appealing homepages that also allow users to access features throughout the public site. | | Details |
| Banking | Account Activity Presentation |
Account Activity pages provide banking clients with a list of recent transactions that have posted to their account, along with some associated details about the current state of a user’s account. In this report, we look at how transactional information is displayed on account activity pages, along with activity sorting options and additional transaction details. | | Details |
| Brokerage | Cost Basis Reporting |
This e-Monitor Report looks at cost basis reporting provided by brokerage firms to clients. With federal legislation requiring cost basis reporting on tax forms set to begin next year, we wanted to evaluate the current cost basis landscape. We look primarily at cost basis and gain/loss information online, and we also consider reporting on statements and 1099s. | | Details |
| Brokerage | Special Services and Accessibility |
This Broker Monitor Report looks at the special services and accessibility features that firms currently offer their clients. Specifically highlighted are services for vision- and hearing-impaired clients, such as large-print and Braille statements, TTY phone services, websites optimized to work with screen readers and options to adjust font size online. | | Details |
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