The bad news is that Consumer Reports quite literally doesn’t know what it is rating here. It conflates mutual funds, robo-advisors, discount brokers and even an insurance company as “brokerage.” But that doesn’t mean that consumers didn’t like these companies and that gaining a top-five designation isn’t a very good sign. Journalists are taught day one in j-school to find man-bites-dog stories. Robo out-humans advisors seems to fit that category. Of course, you could argue that Betterment cheated in one sense — by using humans to beat humans, even conscripting its CEO Jon Stein, a CFA, for the task. In its September 2015 issue, Consumer Reports names five firms as tops in “brokerage” customer service. Four of the firms are unsurprising winners — Charles Schwab & Co., T Rowe Price, USAA and Vanguard Group

http://www.riabiz.com/a/5045180725985280/consumer-reports-names-betterment-in-top-five-for-customer-service-usaa-schwab-vanguard-and-t-rowe-price