Banking Intelligence Powered by the Voice of the Customer
Banking Benchmarking, Data & Analytics
Banking Benchmarking, Data & Analytics
Use JD Power Banking Intelligence to measure customer satisfaction, benchmark performance, and strengthen your company's image
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Banking Benchmarking, Data, and Analytics Solutions
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Be the first to access the newest data insights from JD Power Financial Services. View our quarterly press releases, publish dates, and webinars to get the most trusted voice-of-the-customer intelligence in your inbox.
The Insider's Edge
Get the upper hand with exclusive insights that only JD Power clients can access. Dive into cutting-edge reports and unlock the strategies that set industry leaders apart.
Get the upper hand with exclusive insights that only JD Power clients can access. Dive into cutting-edge reports and unlock the strategies that set industry leaders apart.
Additional Banking Intelligence Solutions
Deep Dives
Enhancement to our syndicated studies that allows your company to field additional surveys using existing customer data.
Enhancement to our syndicated studies that allows your company to field additional surveys using existing customer data.
Pulse CX
Integrated CX management platform that monitors progress specific Key Performance Indicators.
Integrated CX management platform that monitors progress specific Key Performance Indicators.
Analysts Access
Premium-level support to answer research questions, conduct analyses, prepare data for presentations, or even review work for accuracy.
Premium-level support to answer research questions, conduct analyses, prepare data for presentations, or even review work for accuracy.
Master Customer-Centricity
DEEP DIVE CASE STUDY - SYNOVUS BANK
With the JD Power Deep Dive Program, Synods Bank had a 4x sample to examine clients’ behaviors, preferences, and needs, among other factors. This enabled teams to implement new processes for their Relationship-First Retail Banking Strategy, maximizing their ability to quickly and effectively move the needle and improve their overall customer experience.
Meet the JD Power Banking Research Experts
Jim Miller
VP and General Manager, Financial Services
Jim's Bio
Jim Miller
VP and General Manager, Financial Services
Jim Miller is the Vice President and Practice Lead of Banking and Credit Card at JD Power. He oversees the company’s industry benchmark studies, proprietary research, consulting and performance improvement programs focused on improving the customer experience.
Mr. Miller has more than 25 years of experience in both banking and customer experience. Prior to joining JD Power in 2012, he served as president of Prime Performance, Inc., a provider of customer experience research and measurement systems specifically designed for financial institutions. Previously, he was a senior vice president at SunTrust, where he managed retail banking analytics, including branch performance analysis and reporting, branch staff modeling and sales goal and incentive management. Additionally, he directed the units responsible for branch network planning and customer/marketing information. Before SunTrust, he held management positions at NationsBank and Bank One.
Mr. Miller received a bachelor’s degree in finance from The College of William & Mary and an MBA from the University of Virginia Darden School of Business.
Jennifer White
Senior Director, Banking and Payment Intelligence
Jennifer's Bio
Jennifer White
Senior Director, Banking and Payment Intelligence
Jennifer White is Senior Director of Global Banking & Payments Intelligence at JD Power, where she influences the financial industry’s understanding of consumer behavior. She has over 25 years of experience in consumer insights and analytics. She leads prestigious studies including the Retail Banking Satisfaction Studies and the Financial Health & Advice Program, which drive critical insight that influence banking strategies across the U.S. and Canada. Her work has been featured in publications such as Forbes, The New York Times, and The Wall Street Journal. She is a respected thought leader and speaker. Her expertise helps financial institutions enhance customer satisfaction, loyalty, and trust through innovative, data-driven strategies.
Prior to joining JD Power in 2012, Jennifer was the Director of Analytics at Escalant, formerly Market Strategies.
Jennifer holds a Master's in Public Policy from the Ford School at the University of Michigan and a Bachelor of Arts in Economics and Political Science from Kalamazoo College.
Paul McAdam
Senior Director, Banking Intelligence
Paul's Bio
Paul McAdam
Senior Director, Banking Intelligence
Paul McAdam is a Senior Director, Regional Banking in the Financial Services Practice at JD Power. He is responsible for syndicated and proprietary studies in the banking industry, including the U.S. Retail Banking Satisfaction Study; Canadian Retail Banking Satisfaction Study; Small Business Banking Satisfaction Study; and Credit Card Satisfaction Study. He also works with clients to help them gain a better understanding of how to improve the customer experience, with a particular emphasis on the regional banking segment.
Mr. McAdam has more than 25 years of experience in banking and professional services. He has led dozens of research programs that have enabled leading U.S. banks and global financial technology companies to quantify market demand and measure customer experience.
Prior to joining JD Power in 2016, Mr. McAdam was senior vice president of strategic thought leadership at Fidelity Information Services (FIS). There, he led a team that conducted domestic and global primary research of consumer expectations of banking providers. His team also published the corporation’s thought leadership magazine, which was delivered to more than 50,000 clients globally. His work at FIS touched retail and small business banking, wealth management, mobile financial services and emerging payments systems.
Before FIS, Mr. McAdam was a Partner with eCom Advisors, a strategy consulting firm focused on helping clients optimize the delivery of banking and payment solutions through digital channels. Previously, he was with BAI, a Chicago-based professional association that provides research and training services to banking companies. His key role at BAI was managing director of research, where he led a team that launched retail and small business banking benchmarking programs that served 37 of the top 50 U.S. banks. He also served as editor-in-chief of Banking Strategies magazine. He began his career in financial services in retail bank branch management and customer service call center management at Household International.
Mr. McAdam received a bachelor’s degree in economics from Augustana College in Rock Island, Illinois, and an MBA from DePaul University in Chicago.
John Cabell
Managing Director of Payments Intelligence
John's Bio
John Cabell
Managing Director of Payments Intelligence
John Cabell is the Managing Director of Payments Intelligence at JD Power. He leads strategic thinking and study execution for U.S. and Canadian payment studies, including credit card, small business, and merchant satisfaction. His thought leadership has aided the transformation of credit card, debit, buy now pay later, and digital solutions.
Before joining JD Power, Cabell has over 20 years of practice in customer experience in the banking, payments, and mortgage industries.
He holds a master's degree in business administration from William & Mary – Raymond A. Mason School of Business, a bachelor’s degree in Economics, and French from Virginia Military Institute. He earned a Certificat de Français Professionel from the Chambre de Commerce and d’Industrie de Paris and studied French Language and Economy from Institut d’Etudes Françaises d’Avignon.
Dann Allen
Senior Director, Banking and Payments Intelligence
Dann's Bio
Dann Allen
Senior Director, Banking and Payments Intelligence
Dann Allen joined Financial Services Intelligence at JD Power in 2021 to work with U.S. banks using multiple industry benchmark studies, proprietary research, consulting and performance improvement programs to support clients focused on improving the customer experience.
He is a Customer Experience leader with a successful record in multiple organizations for creating and delivering strategies with tangible improvements that increase client advocacy, satisfaction, retention, revenue, and employee engagement. Mr. Allen has more than 30 years of experience in banking, customer experience, and communications.
Prior to joining JD Power, he served as Client Experience Executive at MUFG Union Bank, N.A. leading the Customer Experience program for Retail, Small & Middle Market Banking, Commercial Banking, and Wealth clients. Previously, he was Head of Consumer Customer Experience at Bank of the West. In both organizations he led wide-scale customer experience transformation programs. Mr. Allen was also Head of Experience Design and Member Outbound Communications for AAA leading cross-functional initiatives that improved multi-channel experiences. Before AAA, he held executive positions in customer experience for telecommunications and consulting companies based in the United States and Western Europe.
Mr. Allen is fully certified by the Medallia Institute in Customer Experience Management. He received a bachelor’s degree in Communications - Journalism from Shippensburg University.
Jim Miller
Jim Miller
Jim Miller is the Vice President and Practice Lead of Banking and Credit Card at JD Power. He oversees the company’s industry benchmark studies, proprietary research, consulting and performance improvement programs focused on improving the customer experience.
Mr. Miller has more than 25 years of experience in both banking and customer experience. Prior to joining JD Power in 2012, he served as president of Prime Performance, Inc., a provider of customer experience research and measurement systems specifically designed for financial institutions. Previously, he was a senior vice president at SunTrust, where he managed retail banking analytics, including branch performance analysis and reporting, branch staff modeling and sales goal and incentive management. Additionally, he directed the units responsible for branch network planning and customer/marketing information. Before SunTrust, he held management positions at NationsBank and Bank One.
Mr. Miller received a bachelor’s degree in finance from The College of William & Mary and an MBA from the University of Virginia Darden School of Business.
Jennifer White
Jennifer White
Jennifer White is Senior Director of Global Banking & Payments Intelligence at JD Power, where she influences the financial industry’s understanding of consumer behavior. She has over 25 years of experience in consumer insights and analytics. She leads prestigious studies including the Retail Banking Satisfaction Studies and the Financial Health & Advice Program, which drive critical insight that influence banking strategies across the U.S. and Canada. Her work has been featured in publications such as Forbes, The New York Times, and The Wall Street Journal. She is a respected thought leader and speaker. Her expertise helps financial institutions enhance customer satisfaction, loyalty, and trust through innovative, data-driven strategies.
Prior to joining JD Power in 2012, Jennifer was the Director of Analytics at Escalant, formerly Market Strategies.
Jennifer holds a Master's in Public Policy from the Ford School at the University of Michigan and a Bachelor of Arts in Economics and Political Science from Kalamazoo College.
Paul McAdam
Paul McAdam
Paul McAdam is a Senior Director, Regional Banking in the Financial Services Practice at JD Power. He is responsible for syndicated and proprietary studies in the banking industry, including the U.S. Retail Banking Satisfaction Study; Canadian Retail Banking Satisfaction Study; Small Business Banking Satisfaction Study; and Credit Card Satisfaction Study. He also works with clients to help them gain a better understanding of how to improve the customer experience, with a particular emphasis on the regional banking segment.
Mr. McAdam has more than 25 years of experience in banking and professional services. He has led dozens of research programs that have enabled leading U.S. banks and global financial technology companies to quantify market demand and measure customer experience.
Prior to joining JD Power in 2016, Mr. McAdam was senior vice president of strategic thought leadership at Fidelity Information Services (FIS). There, he led a team that conducted domestic and global primary research of consumer expectations of banking providers. His team also published the corporation’s thought leadership magazine, which was delivered to more than 50,000 clients globally. His work at FIS touched retail and small business banking, wealth management, mobile financial services and emerging payments systems.
Before FIS, Mr. McAdam was a Partner with eCom Advisors, a strategy consulting firm focused on helping clients optimize the delivery of banking and payment solutions through digital channels. Previously, he was with BAI, a Chicago-based professional association that provides research and training services to banking companies. His key role at BAI was managing director of research, where he led a team that launched retail and small business banking benchmarking programs that served 37 of the top 50 U.S. banks. He also served as editor-in-chief of Banking Strategies magazine. He began his career in financial services in retail bank branch management and customer service call center management at Household International.
Mr. McAdam received a bachelor’s degree in economics from Augustana College in Rock Island, Illinois, and an MBA from DePaul University in Chicago.
John Cabell
John Cabell
John Cabell is the Managing Director of Payments Intelligence at JD Power. He leads strategic thinking and study execution for U.S. and Canadian payment studies, including credit card, small business, and merchant satisfaction. His thought leadership has aided the transformation of credit card, debit, buy now pay later, and digital solutions.
Before joining JD Power, Cabell has over 20 years of practice in customer experience in the banking, payments, and mortgage industries.
He holds a master's degree in business administration from William & Mary – Raymond A. Mason School of Business, a bachelor’s degree in Economics, and French from Virginia Military Institute. He earned a Certificat de Français Professionel from the Chambre de Commerce and d’Industrie de Paris and studied French Language and Economy from Institut d’Etudes Françaises d’Avignon.
Dann Allen
Dann Allen
Dann Allen joined Financial Services Intelligence at JD Power in 2021 to work with U.S. banks using multiple industry benchmark studies, proprietary research, consulting and performance improvement programs to support clients focused on improving the customer experience.
He is a Customer Experience leader with a successful record in multiple organizations for creating and delivering strategies with tangible improvements that increase client advocacy, satisfaction, retention, revenue, and employee engagement. Mr. Allen has more than 30 years of experience in banking, customer experience, and communications.
Prior to joining JD Power, he served as Client Experience Executive at MUFG Union Bank, N.A. leading the Customer Experience program for Retail, Small & Middle Market Banking, Commercial Banking, and Wealth clients. Previously, he was Head of Consumer Customer Experience at Bank of the West. In both organizations he led wide-scale customer experience transformation programs. Mr. Allen was also Head of Experience Design and Member Outbound Communications for AAA leading cross-functional initiatives that improved multi-channel experiences. Before AAA, he held executive positions in customer experience for telecommunications and consulting companies based in the United States and Western Europe.
Mr. Allen is fully certified by the Medallia Institute in Customer Experience Management. He received a bachelor’s degree in Communications - Journalism from Shippensburg University.
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JD Power studies, products, and services are available for purchase. If you’re interested in subscribing to a JD Power study or becoming a client, please fill out the form, and we'll be in touch. Questions? Click here to find the answers to frequently asked questions.
If you’ve received a JD Power survey and have questions or comments, please contact us here.
For all other inquiries, you can contact us here.