This article is the archived version of a report that appeared in May 2009 Consumer Reports Magazine.
Based on a survey of 8,969 online subscribers about their experience between January 2008 and January 2009 (not necessarily those of the general population). Reader score represents overall satisfaction. 100 means all respondents completely satisfied; 80, very satisfied on average; 60, fairly well satisfied. Differences of fewer than 6 points are not meaningful. Account service (includes transactions and general customer service) and Web site (ease of use and online transactions) reflect percentage of experiences rated excellent. Phone service and personal service based on percentage who reported problems.