data and insights
2024 Annual Report
“Fidelity’s financial strength and operational stability allow us to deliver products and services that meet the needs of our customers through all phases of their lives and all types of economic environments.”
Abigail P. Johnson, Chairman and Chief Executive Officer
By the numbers
Through financial discipline and strong business performance, we're well-positioned to continue investing in products and services that meet the needs of our customers, while creating a rewarding experience for associates. We're proud to operate from a position of strength and stability even in times of change and uncertainty.
Kevin Barry, Chief Financial Officer
Customer engagement
Our robust service offerings allow us to meet our customers where they are – whether that is in person, on social media, over the phone, or through digital chat.
8.8 million
customer planning interactions³
UP 14% FROM 2023
5.5 million
customer appointments⁴
UP 13% FROM 2023
39.2 million
unique customers engaging with Fidelity.com, NetBenefits.com, or mobile apps⁵
UP 12% FROM 2023
2.8 million
social media service interactions⁶
UP 17% FROM 2023
37.5 million
calls⁷
UP 8% FROM 2023
98.99%
Green Client Score⁸
DOWN 0.3 POINTS
FROM 2023
8.8 million
customer planning interactions³
UP 14% FROM 2023
5.5 million
customer appointments⁴
UP 13% FROM 2023
39.2 million
unique customers engaging with Fidelity.com, NetBenefits.com, or mobile apps⁵
UP 12% FROM 2023
2.8 million
social media service interactions⁶
UP 17% FROM 2023
37.5 million
calls⁷
UP 8% FROM 2023
98.99%
Green Client Score⁸
DOWN 0.3 POINTS FROM 2023
Next-generation experiences
Fidelity launched new products and enhanced our digital experience to grow, develop, and strengthen relationships with customers and clients.
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Digital customer experience
Fidelity launched a single experience for customers to view their beneficiaries across workplace, brokerage, and wealth accounts.
Technology
Fidelity Virtual Assistant improves search capabilities on Fidelity digital channels and delivers more results with quick and easy navigation.
New and enhanced investment options
Fidelity increased its Health Savings Account (HSA) market share to 20% in 2024, eliminating the gap with the leading provider.
Digital assets
Fidelity launched two of the industry’s first crypto exchange-traded products, Fidelity® Wise Origin® Bitcoin Fund (FBTC) and Fidelity® Ethereum Fund (FETH).
These products are for investors with a high risk tolerance and FBTC invests solely in bitcoin and FETH invests solely in ether, which are highly volatile and could become illiquid. Investors could lose their entire investment. To learn more, please review the fund’s prospectus for FETH and FBTC.
Our associates and communities
We are focused on helping Fidelity associates grow their career and supporting communities where we live, work, and serve.
Career at Fidelity
Fidelity introduced a new skills and career development experience that provides learning recommendations and offers career pathing options.
Fidelity Cares
22,000+ associates volunteered with community organizations through more than 1,200 events organized by Fidelity Cares, our employee-volunteer program.
YOUR CHOICE Grants Program
Fidelity associates supported 32 nonprofits as part of the YOUR CHOICE grants program in which associates choose organizations to receive funding from Fidelity.
Invest in My Education (ME)℠
This initiative, which is a wraparound college success program, expanded to four new states, made a round of retention, persistence, and ecosystem grants, and has a total of nearly 600 Fidelity scholars.
LinkedIn*
Fidelity ranked #19 among LinkedIn’s Top Companies in the United States.
Glassdoor*
Fidelity named to Glassdoor's Best Places to Work.
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* By following these links you are leaving Fidelity.com for another website. The site owner is not affiliated with Fidelity and is solely responsible for the information and services it provides. Fidelity disclaims any liability arising from your use of such information or services. Review the new site’s terms, conditions, and privacy policy, as they will be different from those of Fidelity’s sites.
¹ Unless otherwise indicated, all data is as of December 31, 2024.
² Includes all Fidelity investment products such as mutual funds and managed accounts.
³ Number of Fidelity Wealth, Fidelity Brokerage, or Workplace Investing customers who had a live or digital plan interaction throughout the year. Each individual is captured only once in the metric.
⁴ Customer appointments include all roles taking client appointments in Investor and Regional Centers.
⁵ Includes unique customers who engage on Fidelity.com, NetBenefits.com, the Fidelity Investments Mobile App, or the NetBenefits Mobile App.
⁶ Social Media Service Interactions are calculated based on a methodology that includes proactive and reactive service-related content across Fidelity's social platforms. Proactive content includes frequently asked questions, market topics, and answers to trending customer questions. Reactive service-related content includes responses to customer comments, tweets, direct messages, and secure chats.
⁷ Count of incoming calls that Fidelity receives from individuals, where the individuals spoke to Fidelity Wealth, Fidelity Brokerage, Workplace Investing, or Institutional Wealth Management Services financial professionals.
⁸ Green Client Score is an overall assessment of Workplace Investing client servicing health, incorporating both quantitative and qualitative inputs tracking recordkeeping services across contacts and interactions, problem resolution, and overall quality.
Before investing, consider the funds’ investment objectives, risks, charges, and expenses. Contact Fidelity for a prospectus or, if available, a summary prospectus containing this information. Read it carefully.
Keep in mind that investing involves risk. The value of your investment will fluctuate over time, and you may gain or lose money.
Stock markets are volatile and can fluctuate significantly in response to company, industry, political, regulatory, market, or economic developments. Investing in stock involves risks, including the loss of principal.
Exchange-traded products (ETPs) are subject to market volatility and the risks of their underlying securities, which may include the risks associated with investing in smaller companies, foreign securities, commodities, and fixed income investments.
Fidelity® Wealth Services provides non-discretionary financial planning and discretionary investment management through one or more Portfolio Advisory Services accounts for a fee. Advisory services offered by Fidelity Personal and Workplace Advisors LLC (FPWA), a registered investment adviser.
Advisory services provided for a fee through Strategic Advisers LLC (Strategic Advisers), a registered investment adviser.** Discretionary portfolio management provided by its affiliate, Fidelity Management & Research Company LLC (FMR), a registered investment adviser. Brokerage services provided by Fidelity Brokerage Services LLC (FBS), and custodial and related services provided by National Financial Services LLC (NFS), each a member NYSE and SIPC. Strategic Advisers, FMR, FBS, and NFS are Fidelity Investments companies.
Review the new site’s terms, conditions, and privacy policy, as they will be different from those of Fidelity’s sites.
Spot crypto ETPs, such as FBTC and FETH, are not investment companies registered under the Investment Company Act of 1940 (the “1940 Act”) nor are they commodity pools under the Commodity Exchange Act of 1936 (the “CEA”). As a result, shareholders of spot crypto ETPs do not have the protections associated with ownership of shares in a registered investment company nor are shareholders afforded the protections of investing in an CEA-regulated instrument or commodity pool. This product is for investors with a high-risk tolerance and invests solely in ether, which is highly volatile and could become illiquid. Investors could lose their entire investment.
Digital assets are highly volatile, and their market movements are very difficult to predict. Various market forces may impact their value including, but not limited to, supply and demand, investors’ faith and their willingness to purchase it using traditional currencies, investors’ expectations with respect to the rate of inflation, interest rates, currency exchange rates, an evolving legislative and regulatory environment in the U.S. and abroad, and other economic trends. Investors also face other risks, including significant and negative price swings, flash crashes, and fraud and cybersecurity risks. Digital assets may also be more susceptible to market manipulation than securities.
The performance of each fund or funds will not reflect the specific return an investor would realize if the investor actually purchased cryptocurrency. Investors in either fund will not have any rights that cryptocurrency holders have and will not have the right to receive any redemption proceeds in the underlying cryptocurrency.
The third-party trademarks and service marks appearing herein are the property of their respective owners. All other trademarks and service marks appearing herein are the property of FMR LLC or an affiliated company and may be registered.
Fidelity.com Corporate Headquarters
245 Summer Street, Boston, Massachusetts 02210
245 Fidelity Brokerage Services LLC, Member NYSE, SIPC, 900 Salem Street, Smithfield, RI 02917
Fidelity Distributors Company LLC, 500 Salem Street, Smithfield, RI 02917
National Financial Services LLC, Member NYSE, SIPC, 245 Summer Street, Boston, MA 02110
© 2025 FMR LLC. All rights reserved.
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