Industries Served: Financial Services

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Banking

In the world of banking, too much capacity continues to chase too little growth. In many respects, it’s a zero-sum game with enormous resources being expended to move relatively stagnate share around. Many banks compete for share by offering free checking, no fees, and other incentives that are easily replicable and offer no sustainable competitive advantage. What is difficult to duplicate is superior customer satisfaction. The J.D. Power and Associates banking studies examine the dissatisfying elements that drive attrition and the satisfiers that lead to customer commitment and referrals.

Retail Banking Satisfaction Study^SM
Customer Satisfaction Awards—
Highest-Ranked Bank in Each Region

This study provides critical benchmarking information for over 70 banks across six regions of the United States and identifies the dominant factors that impact personal banking customer satisfaction including transaction methods, account statements, account initiation and product offerings, convenience, fees, and product resolution. Findings are developed via a comprehensive audit of customer experiences within the banking "product line," as well as reporting a summary overview across product lines. The study not only examines the importance and impact of customer satisfaction results, but also further explores the measurement of a customer’s commitment to their primary bank.

Small Business Banking Satisfaction Study^SM
Customer Satisfaction Award—
Highest-Ranked Bank Nationally

This study provides critical benchmarking information for leading banks and identifies the dominant factors that impact satisfaction among small business banking customers. The study offers a comprehensive audit of small business customer experiences within the banking "product line," and evaluates the degree of service offered. Factors addressed in the study are account offerings, statements, fees, credit, credit card payments, cash management, deposits, and problem resolution. In addition, small business customers report their level of commitment to their current bank.

Credit Card Satisfaction Study^SM - NEW in 2007
Customer Satisfaction Award—
Highest-Ranked Card Provider Nationally

This study benchmarks consumer satisfaction with credit card providers. The new study investigates the impact of rates, incentives, billing, and customer service on customer satisfaction, in addition to documenting problems experienced. The study allows credit card providers to better understand the needs, expectations, and desires of today’s credit shoppers.

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