Support Professionalism and Answer Quality
| Support Quality | Score |
|---|---|
| Support answers the question directly, 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 answers the main question, provides information consistent with published broker terms, and leaves no more than one minor detail requiring follow-up | 4 |
| Support provides basic answers, but responses may be generic, incomplete, or require follow-up | 3 |
| Support answers are often vague, incomplete, inconsistent, or difficult to understand | 2 |
| Support is unhelpful, inaccurate, unprofessional, or unable to answer important account questions | 1 |
Support Availability
| Availability | Score |
|---|---|
| Support is available 24/7 or offers very broad coverage across most trading hours | 5 |
| Support is available 24/5 or during most global market hours | 4 |
| Support is available during standard weekday business hours | 3 |
| Support availability is limited, restricted to short time windows, or not suitable for many traders | 2 |
| Support availability is unclear, very limited, or difficult to verify | 1 |
Response Speed
| Response Speed | Score |
|---|---|
| Live chat or phone support responds within 2 minutes where available, and email replies are usually received within the same business day | 5 |
| Live chat or phone support responds within 5 minutes where available, and email replies are usually received within 1 business day | 4 |
| Live chat or phone support responds within 15 minutes where available, 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 received, response times are not disclosed, or support cannot be reached through the published channels | 1 |
Support Channel Coverage
| Support Channels | Score |
|---|---|
| Four or more support options are available, such as live chat, email, phone, help center, local office support, WhatsApp, or in-platform support | 5 |
| Three support options are available, including at least one real-time channel such as live chat or phone | 4 |
| Two support options are available, such as email plus live chat, phone, help center, or contact form | 3 |
| Only one support option is available, or real-time support is not available | 2 |
| Support channels are not clearly disclosed, not accessible, or cannot be verified | 1 |