Service Quality

Alpari Service Quality: Indicators

Being one of the leaders in the global forex industry, Alpari takes the most responsible approach to analysing and improving the quality of service provided to its customers, who in turn, have responded to these efforts and brand innovations with a consistently high level of trust for decades, and this continues from month to month.

Index / Customer Confidence in Alpari Services

93%
September
2019
96%
October
2019
95%
November
2019
95%
December
2019
95%
January
2020
94%
February
2020
92%
March
2020
93%
April
2020
95%
May
2020
96%
June
2020
95%
July
2020
95%
August
2020
93%
September
2019
96%
October
2019
95%
November
2019
95%
December
2019
95%
January
2020
94%
February
2020
92%
March
2020
93%
April
2020
95%
May
2020
96%
June
2020
95%
July
2020
95%
August
2020

In 5 minutes or less

Speed of processing requests for the deposit and withdrawal of funds

One of the keys to Alpari's popularity and customer trust in the brand for more than 20 years are the high standards for speed and quality of execution of applications for replenishment of accounts and withdrawal of funds, which have been supported by the Client Payments Processing Department for many years.

Most of the remaining requests are executed within 1 hour to 1 day (as a maximum), provided that there are no difficulties on the side of payment systems.

82-87%
of requests for replenishment
at least 66%
of withdrawal requests

ECNCore

The next step towards improving the level of customer service provided was the development and implementation of the ECNCore system at the end of 2019, designed to take the quality of execution of trade orders to a new level.

How it works

ECNCore allows you to connect more liquidity providers to Alpari’s work in the financial markets and, therefore, more accurately fulfill clients’ orders. In the first month since launching ECNCore, a qualitative jump in the level of execution of client orders was seen. Now Alpari customers are able to verify this themselves, thanks to the following statistics:

Order Execution

EURUSD spread statistics on pro.ecn.mt4 account

Spreads became even more beneficial for clients, which can be seen on the example of a graph for the EURUSD pair. The introduction of ECNCore technology has increased the efficiency of working with counterparties and as a result offer customers the narrowest possible spreads to further reduce traders’ expenses.

0.9
September
2019
0.7
October
2019
0.7
November
2019
0.7
December
2019
0.6
January
2020
0.4
February
2020
0.7
March
2020
0.6
April
2020
0.5
May
2020
0.5
June
2020
0.4
July
2020
0.4
August
2020

Order Execution Speed

The new standard for the speed of execution of client orders, achieved through the launch of the ECNCore system, has allowed to set up consistently high performance.

September 2019
  • 163Nano Mt4
  • 65ECN Mt4
  • 57PRO.ECN Mt4
  • 130Standard Mt4
October 2019
  • 153Nano Mt4
  • 81ECN Mt4
  • 61PRO.ECN Mt4
  • 138Standard Mt4
November 2019
  • 160Nano Mt4
  • 75ECN Mt4
  • 62PRO.ECN Mt4
  • 142Standard Mt4
December 2019
  • 188Nano Mt4
  • 155ECN Mt4
  • 64PRO.ECN Mt4
  • 142Standard Mt4
January 2020
  • 155Nano Mt4
  • 68ECN Mt4
  • 53PRO.ECN Mt4
  • 136Standard Mt4
February 2020
  • 169Nano Mt4
  • 70ECN Mt4
  • 50PRO.ECN Mt4
  • 142Standard Mt4
March 2020
  • 160Nano Mt4
  • 73ECN Mt4
  • 53PRO.ECN Mt4
  • 136Standard Mt4
April 2020
  • 143Nano Mt4
  • 60ECN Mt4
  • 48PRO.ECN Mt4
  • 159Standard Mt4
May 2020
  • 145Nano Mt4
  • 61ECN Mt4
  • 49PRO.ECN Mt4
  • 148Standard Mt4
June 2020
  • 147Nano Mt4
  • 64ECN Mt4
  • 49PRO.ECN Mt4
  • 133Standard Mt4
July 2020
  • 147Nano Mt4
  • 66ECN Mt4
  • 51PRO.ECN Mt4
  • 135Standard Mt4
August 2020
  • 147Nano Mt4
  • 67ECN Mt4
  • 54PRO.ECN Mt4
  • 133Standard Mt4

Order Slippage Statistics

Thanks to ECNCore, it was possible to reduce the amount of negative slippage of orders in favour of positive slippage, which means to provide more favourable trading conditions for clients.

September
2019
43.33%
56.67%
October
2019
63.96%
36.04%
November
2019
94.91%
5.09%
December
2019
93.16%
6.84%
January
2020
94.03%
5.97%
February
2020
94.41%
5.59%
March
2020
84.74%
15.26%
April
2020
92.79%
7.21%
May
2020
94.13%
5.87%
June
2020
93.4%
6.6%
July
2020
92.46%
7.54%
August
2020
91.27%
8.73%
The proportion of orders with positive slippage
The proportion of orders with negative slippage

Requotes

There is no way you can entirely avoid requotes when there is heightened market volatility, since this indicator involves chasing the unreachable and ideal level of 0%. Nonetheless, the introduction of ECNCore has allowed Alpari to make requotes highly competitive and on par with the highest industry standards.

September
2019
1.13%
October
2019
3.84%
November
2019
1.84%
December
2019
1.91%
January
2020
2.42%
February
2020
3.91%
March
2020
6.32%
April
2020
4.58%
May
2020
2.87%
June
2020
3.13%
July
2020
2.23%
August
2020
3.65%

The ECNCore system is far from the only innovative development of the Alpari brand, whose services over the more than 20-year history of the company have become recognised standards of the Forex industry. Among them are the Alpari-developed investment services: PAMM accounts and PAMM portfolios, as well as the industry-first Alpari Cashback loyalty program. If you are not already an Alpari customer, join now to take advantage of these services, and other benefits when working in the financial markets!

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