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Customer satisfaction with banks is at an all-time high, according to the J.D. Power 2014 Retail Banking Satisfaction Study. After enduring the 2008 mortgage crisis and ensuing economic downturn, customers are finally feeling better about their banking experience. In particular, the study singled out an improved customer experience, a reduction in problems and better transparency as significant reasons for the satisfaction boost.
Not surprisingly, the study also found that the rising tide of the economy and improved customer sentiment, raised overall satisfaction with retail banks. At the same time, it pinpointed problems with midsize banks keeping up with shifting demographics, leading to less satisfied customers in demographics like Millennials, minorities and affluent customers.
J.D. Power offered the following tips for consumers:
The 2014 annual customer satisfaction study is the longest-running at nine years, and most in-depth survey of the retail banking industry, with more than 80,000 customers surveyed about various aspects of their banking experience. The study measures satisfaction in six factors: account information, channel activities, facility, fees, problem resolution, and product offerings.
Source: Brinks Blog