What we measure
Channel availability (live chat, phone, email), typical response time, and - most importantly - how withdrawal or account-access issues are actually resolved when they're raised, not just how quickly a first reply arrives.
Why response speed alone isn't enough
A fast first reply that doesn't lead to resolution isn't good support. We weigh outcome (was the issue actually resolved, and how long did that take) more heavily than initial response time on its own.
Why it carries the lowest weight, at 10%
Support quality matters, but affects fewer interactions than cost, execution, or regulatory status - which apply to every trade or every account, respectively. It's included because it's a real differentiator, weighted proportionally to its actual impact.
How this feeds the rank score
Brokers with faster, more consistently resolved support interactions score higher on this factor, combined with the other 4 at their published weights for the overall rank.