2009 Retail Banking Study

Overall Satisfaction: This score is based on how customers rate their overall experience with their current primary financial institution. Close Convenience: 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 Initiation/Product Offerings: This score is based on how customers rate the ease of opening an account, variety of banking services available, innovation of new services offered, ease of making changes to accounts, effectiveness of communication of products and services available, and competitiveness of interest rates (including checking, savings, money market, CDs, etc.) for their current primary financial institution. Close Fees: This score is based on how customers rate fees assessed including account maintenance, overdraft, check order, and cashier’s check/money order fees for their current primary financial institution. Close Account Statements: This score is based on how customers rate the ease of understanding, clarity, and information provided in account statements from their current primary financial institution. Close Transactions: 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