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Benchmarking Studies
Independent Benchmarking Studies
J.D. Power and Associates independent benchmarking banking studies are based on an industry assessment via surveys sent to thousands of customers who use banking services. J.D. Power independently funds and conducts industry- wide assessments of banks annually and publicly announces highlights and findings through its Consumer Center Web site and the media.
- Establish benchmarks for quality and customer satisfaction
- Understand their strengths and weaknesses and those of their competitors
- Identify specific tactics to improve quality and customer satisfaction
All Financial Services studies are available through J.D. Power Compass.™ This online method of delivery allows easy navigation through data and reports providing a number features and benefits including:
- Web portal delivery for easy accessibility 24/7
- Detailed data and robust tools giving users the control to conduct provider-to-provider and provider-to-industry comparisons down to the finest details of performance
- Gap point analysis that graphically displays the positive or negative gap on key driver performance between any two providers of choice profiled in the study
- Ability to capture your analyses for download into common applications such as Excel and PowerPoint
- A number of reports presenting key findings, industry trending, and connections; reports are in PDF format, downloadable and printable
- Access to a complete, downloadable dataset that includes all information collected in the study
Retail Banking Product Suite
The J.D. Power and Associates 2009 Retail Banking Satisfaction Study
SM explores the measurement of a customer’s commitment to their primary financial institution. The study provides critical benchmarking information for over 80 banks across the United States and identifies the dominant factors that impact personal banking customer satisfaction.
2009 Retail Banking Satisfaction Study Brochure (pdf)
Credit Card Satisfaction Study
The J.D. Power and Associates 2009 Credit Card Satisfaction Study
SM provides information that helps credit card issuers understand the level of satisfaction consumers have with their primary credit card companies. This study profiles the top credit card issuers as determined by their total volume.
2009 Credit Card Satisfaction Study Brochure (pdf)
Small Business Banking Satisfaction Study
The J.D. Power and Associates 2008 Small Business Banking Satisfaction Study
SM 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.
2008 Small Business Banking Satisfaction Study Brochure (pdf)