In September 1999, only 800,000 Germans were conducting their securities business online. This number has by now risen to as much as 1.6 million and it is still growing. There are a further 3 million Germans who hold securities and use the Internet on a regular basis. It is very probable that many of those "offline investors" will sooner or later start to buy or sell securities online: almost one in five proclaims the intention to transact some securities business via the Internet in the next twelve months. However, despite the favourable market situation, on the other side of the coin, online investors are much less satisfied than a year ago: in 1999, suppliers had to worry about customer loyalty and retention with only one in nine customers. In 2000, the ratio has increased to one in six customers. According to researchers at Infratest Burke, there is a close relation between the advanced degree of experience among customers, the growing number of services and competitors in the market and the rising expectations and demands of customers. Infratest also believes that suppliers would be well advised to inform themselves thoroughly about the needs and expectations of today´s online investors before they take any concrete measures aimed at modifying or improving their online brokerage services. For example, online investors are not as yet making much use of mobile devices to deal in securities, i.e. via WAP-capable end user tools. Despite the fact that this target group is very open towards technological innovations, two-thirds of them do not yet own such an end user tool and four out of five do not intend to acquire one - at least not of the first WAP generation. The percentage of "mobile investors" among online investors is currently less than one percent. The latest Online Brokerage Monitor by Infratest Burke is based on a total of 1,033 interviews. 688 online investors and 345 offline investors were interviewed in September / October 2000. All those interviewed were using online services or the Internet at the time. Survey participants were chosen from Infratest Burke´s online panel.