Overall Satisfaction: This score is based on how customers rate their overall experience with their current primary financial institution.

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.

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.

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.

Fees: This score is based on how customers rate experiences with their primary institution’s fee structures.

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.