Retail Banking Ratings

2011 Retail Banking Satisfaction Study

Overall Satisfaction: This score is based on how customers rate their overall experience with their current primary financial institution. Close Product Offerings: This score is based on how customers rate the variety of services available, ease of making account changes, effectiveness of communication regarding products/services and competitiveness of interest rates for their primary financial institution. Close Facility: This score is based on how customers rate the hours of branch operation, number of branches, and ease of access for their current primary financial institution. Close Account Information: This score is based on how customers rate the ease of understanding and clarity of account information provided from their current primary financial institution. Close Fees: This score is based on how customers rate experiences with their primary institution’s fee structures. Close Account Activities: This score is based on how customers rate the various transaction methods used (as applicable) including in-person, ATM, online, automated phone, and phone transactions with a live representative for their current primary financial institution. Close