Charles Schwab
schwab.com ↗In their words
“Our net promoter score in our retail business remained in the mid-60s, while our overall speed to answer phone calls was about 30 seconds, with retail averaging just below 20 seconds last year.”
“Engaged with us in other areas with another quarter of over 1 million new client accounts, over 5 million daily average trades, a Client Promoter Score or Net Promoter Score of 66 and almost $9 billion moved into our investment advisory solutions.”
“They're also interestingly our highest promoters, with a Net Promoter Score -- or Client Promoter Score, the term that we use, of 76. So certainly, a world-class number in this metric.”
Disclosed NPS over time
Every Net Promoter Score Charles Schwab has published, by date.
NPS disclosures (11)
Charles Schwab received the highest client Net Promoter Score of 70 in the 2026 equity compensation benchmarking study.
Charles Schwab received the highest client Net Promoter Score in stock plan administration services; industry-wide client loyalty increased 15 points.
Our net promoter score in our retail business remained in the mid-60s, while our overall speed to answer phone calls was about 30 seconds, with retail averaging just below 20 seconds last year.
…engaged with us in other areas with another quarter of over 1 million new client accounts, over 5 million daily average trades, a Client Promoter Score or Net Promoter Score of 66 and almost $9 billion moved into our investment advisory solutions.
Schwab Stock Plan Services earned the highest Net Promoter Score client loyalty rating.
Schwab Stock Plan Services earned the highest Net Promoter Score for Client Loyalty in Group Five Benchmarking across three dimensions.
Our clients still give us Net Promoter Scores in the mid- to high 60s. And with our fastest-growing client base, high net worth investors offering us our highest scores overall.
organic growth, whether measured by net new assets or new accounts; our Net Promoter Score or what we call Client Promoter Scores, which have reached new highs despite the market turbulence; our TOA ratio and the wins we see from competitors; and the…
They're also interestingly our highest promoters, with a Net Promoter Score -- or Client Promoter Score, the term that we use, of 76. So certainly, a world-class number in this metric.
Schwab reports incredibly high client promoter scores and net promoter scores, with client cash levels up 10% on average.
Charles Schwab discusses Net Promoter Scores during Q1 2015 earnings call as a measurement of customer satisfaction.
Retention disclosures (2)
Charles Schwab's 2025 RIA Benchmarking Study reports 97% client retention over a decade for registered investment advisors.
Next Schwab CEO Rick Wurster plans to focus on financial advice and client retention.
Lighthouse companies in Payments, wealth & financial services
About these figures
Every figure here was publicly disclosed by the named company: press releases, annual reports, SEC filings, earnings calls and news coverage. Companies tend to publish their NPS when it is good, so these numbers run higher than a true industry average: read them as what leading companies in this vertical say publicly, not as an industry benchmark.
NPS runs from −100 to +100. Retention figures are reported as the company defines them (net revenue retention, gross revenue retention, customer retention rate, churn). Every entry links to its source in the full database.