Customer Support
Customer Support measures both access and service quality. Where possible, we test the broker’s published support channels with practical questions covering regulation, fees, withdrawals, platforms, account terms, and trading conditions, then assess the clarity, accuracy, speed, and professionalism of the response.
| Assessment Factor | Overall Weight |
|---|---|
| Support professionalism and answer quality | 35% |
| Support availability | 20% |
| Response speed | 30% |
| Support channel coverage | 15% |
Support Quality & Accuracy
| Support Answer Quality | Points |
|---|---|
| Support responds directly to the question, provides specific information, matches the broker’s published terms, and does not require follow-up for basic account, fee, withdrawal, or regulation questions | 5 |
| Support addresses the main question, provides information consistent with published broker terms, and leaves no more than one minor detail requiring follow-up | 4 |
| Support gives basic answers, although responses may be generic, incomplete, or require follow-up | 3 |
| Support responses are frequently vague, incomplete, inconsistent, or difficult to understand | 2 |
| Support is unhelpful, inaccurate, or unprofessional, or unable to answer important account questions | 1 |
Support Hours & Availability
| Service Availability | Points |
|---|---|
| Support is offered 24/7 or offers very broad coverage across most trading hours | 5 |
| Support is offered 24/5 or during most global market hours | 4 |
| Support is offered during standard weekday business hours | 3 |
| Support availability is limited, restricted to short time windows, or not suitable for many traders | 2 |
| Support hours are poorly disclosed, highly restricted, or hard to confirm | 1 |
Response Speed
| Typical Response Speed | Points |
|---|---|
| Live chat or phone support responds within 2 minutes where offered, and email replies are usually received within the same business day | 5 |
| Live chat or phone support responds within 5 minutes where offered, and email replies are usually received within 1 business day | 4 |
| Live chat or phone support responds within 15 minutes where offered, or email replies are usually received within 1–2 business days | 3 |
| Email replies usually take more than 2 business days, or live chat/phone responses require repeated attempts | 2 |
| No response is obtained, response times are not published, or support cannot be reached through the published channels | 1 |
Support Channel Coverage
| Channel Coverage | Points |
|---|---|
| At least four support options are offered, including live chat, email, phone, help center, local office support, WhatsApp, or in-platform support | 5 |
| Three support options are offered, including at least one real-time channel including live chat or phone | 4 |
| Two support options are offered, including email plus live chat, phone, help center, or contact form | 3 |
| Only one support option is offered, or real-time support is not offered | 2 |
| Support channels are not clearly published, not accessible, or cannot be independently confirmed | 1 |