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Fidelity Investments loses Kathleen Murphy who largely caught up Fido to Schwab (near $4T) on the retail side by reversing net promoter scores

The 'no whining allowed' leader of the Boston giant's retail business, who oversaw $2 trillion in net new assets, was ready to exit but hung in through a year dominated by COVID-19 challenges

Author Oisin Breen
January 23, 2021 at 2:02 AM
no description available
Kathleen Murphy: 'I’d always had 57 penciled in, in terms of taking stock … I’m so over New England Winters, too.'

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March 25, 2023 at 1:32 AM

Fidelity will hire 4,000 staff in first half -- a staggering number but a tapering off from 'unprecedented' rate in 2021-2022 that catapulted it to 68,000 employees

The $10.3 trillion giant explains its hiring -- in a layoff environment -- as an RIA-like goal, namely having the human bandwidth to develop 'lifetime' relationships with its 40 million investors

February 17, 2023 at 2:49 AM

Fidelity Investments pulls out stops on perks to raise headcount by 7,000 -- by hiring 9,000 -- to shrug off labor shortages, escalating wages and call center attrition

The 53,000-employee Boston firm is offering Google-type benefits and Merrill Lynch-style training--no financial experience necessary-- to reach 60,000 staffers by Christmas to meet crushing demand for service and still advance mega-projects like crypto and youth accounts

September 4, 2021 at 12:57 AM

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Bernard Rosauer

Bernard Rosauer

January 24, 2021 — 5:00 AM
NPS is a 0-10 scale. NPS of 8 makes sense. NPS of 63 does not.
brooke southall

brooke southall

January 24, 2021 — 6:19 PM
Bernard, You are right. But, we checked. And apparently it was a 1-100 system they had at the time. Thanks, Brooke
Bernard Rosauer

Bernard Rosauer

January 24, 2021 — 7:55 PM
Wow. Improving from an 8 to 63 on a 100 point scale is pretty incredible. Still lots of work to do, and I'm sure they would agree, but that's quite an accomplishment.
David C

David C

January 25, 2021 — 9:54 PM
0-10 is at the individual response level. To get a measure for a company, take the % of "promoters" minus the % of "detractors" and that gives a score between -100 and +100.

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