SmartMoney's 2009 Broker Survey

Best: Muriel Siebert
Worst: WallStreet*E

Discount brokerage customers don't typically count on their firm for extra hand-holding. But in today's turbulent market, they want to know that their brokerage will be there to answer questions, whether it's in a phone call, e-mail or online chat. After months of market swings, financial crises and industry scandals, experts say quality customer service is more important than ever. That's why we were surprised when WallStreet*E, for the second year in a row, didn't reply to our e-mail as a prospective customer, while Banc of America and WellsTrade had no e-mail address at all for prospective customers to get in touch. (WallStreet*E says it mistakenly thought it had answered our e-mail.)

WallStreet*E was one of the fastest to the phone, answering our calls in 20 seconds on average and offering bucketfuls of extras: a free "valet account" with access to a Visa debit card, check writing and customized statements. But the firm didn't offer 24/7 phone help, access to our account through a mobile phone, or an online summary about our tax gains or losses (it says it's working on the latter two). Muriel Siebert, which inched past TradeKing for the best overall customer service, answered our phone calls and e-mails promptly with thorough and cordial responses.