TD Ameritrade 2018 Annual Report

7 We earn commissions and transaction fees on client trades in common and preferred stock, ETFs, exchange-traded notes, closed-end funds, options, futures, foreign exchange, mutual funds, fixed income securities and annuities. Order routing revenue generated from payments or rebates received from market centers is a component of commissions and transaction fees. Margin lending, securities borrowed and loaned transactions and client cash generate net interest revenue. Cash management services generate bank deposit account fees. Fees earned from mutual funds, investment program fees and referrals generate investment product fee revenues. Other revenues include proxy income, solicit and tender fees and other fees charged for ancillary services provided to clients. The following table presents the percentage of net revenues contributed by each class of similar services during the last three fiscal years: Percentage of Net Revenues Fiscal Year Ended September 30, Class of Service 2018 2017 2016 Commissions and transaction fees . . . . . . . . . . . . . . . . . . . . . . 36.1% 37.6% 41.2% Bank deposit account fees. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28.3% 30.1% 27.8% Net interest revenue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23.3% 18.8% 17.9% Investment product fees . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10.2% 11.5% 11.3% Other revenues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2.1% 2.0% 1.8% Net revenues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100.0% 100.0% 100.0% We provide our clients with an array of channels to access our products and services. These include the Internet, our network of retail branches, mobile trading applications, interactive voice response and registered representatives via telephone. Client Service and Support We strive to provide the best client service in the industry as measured by: (1) speed of response time to telephone calls, (2) turnaround time responding to client inquiries and (3) client satisfaction with the account relationship. We endeavor to optimize our client service by: • Ensuring prompt response to client service calls through adequate staffing with properly trained and motivated personnel in our client service departments, a majority of whom hold the Series 7 license; • Tailoring client service to the particular expectations of clients; and • Expanding our use of technology to provide automated responses to the most typical inquiries generated in the course of clients' trading, investing and related activities. We provide client service and support through the following means: • Websites. Our websites provide information on how to use our services, a variety of self-service capabilities and an in-depth education center that includes a selection of online investing courses. Clients also have access to a virtual agent that enables them to ask questions about our products, tools and services, as well as access to live agents through chat capabilities. • Branches. We offer a nationwide network of retail branch offices, with more than 360 retail branches located in 48 states and the District of Columbia. • Email. Clients are encouraged to use email to contact our client service representatives. Our operating standards require a response within 24 hours of receipt of the email; however, we strive to respond within four hours after receiving the original message. • Telephone. For clients who choose to call or whose inquiries necessitate calling one of our client service representatives, we provide a toll-free number that connects to advanced call handling systems. These systems provide automated answering and directing of calls to the proper department. Our systems also allow linkage between caller identification and the client database to give the client service representative