A Few Post Halloween Banking Tips &Treats

In case you missed a few of our recent online events and complementary research reports, we’re including them for you here.  We promise, just like the day after 1/2 price Halloween candy, it’s not a trick. Just a heartfelt way for us to treat you, our loyal banking fiends and fans for your continued supportEnjoy!

What Do Small Business Owners Expect From Their Bank?

This exclusive webcast provides an inside look into the results of our J.D. Power and Associates 2012 US and Canadian Small Business Banking Satisfaction Study that will be released next week.  Below are only some of the many issues discussed during the webcast:

  • How customers’ perceptions have changed since 2011
  • The latest trends emerging in the small business banking industry
  • Which factors are having the biggest impact on customer satisfaction

Download the full webcast

The Dividends of Improving Best Practices for Social Media Research

In this whitepaper, we’ll show you that without well-established and proven guidelines on query construction and data extraction, very different results and conclusions can be obtained by different analysts attempting the same social media data search.

In extreme cases, analysts can create such highly divergent queries that the associated data leads to different answers to even simple questions, such as:

  • Which brand is my main competitor?
  • Is Product1 more of my brand’s conversation this month centered around product?
  • Is the sentiment expressed toward my brand this month more or less positive than the sentiment expressed toward my brand last month?

Download the full whitepaper

Using Voice of the Customer Information to Improve Business Performance: 5 Keys to Success

This presentation explores how clients use J.D. Power and Associates and other Voice of the Customer data with ROI or other business metrics to analyze under-performance to drive improvement.

Download the full presentation Continue reading ›

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Credit Card Website Best Practices – Viewing Account History

From our J.D. Power and Associates 2012 Credit Card Website Evaulation Study, the following viewing account history best practices highlight some of the exceptional techniques utilized by credit card issuer websites.

1.  Recent Activity Link

Chase and Discover Card offer a link to recent activity from the website’s landing page


2.  Offer Multiple Formats for Statements

Discover Card allows customers to download statements in multiple formats.  Citi Cards offers customers navigation links from the log in field on the home page

___________________________________________________ Continue reading ›

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What Do Small Business Owners Expect From Their Bank?

With the fluctuating economy and new banking regulations continuing to affect the expectations that small business owners have of their banking experiences, financial institutions need to be armed with the insights that can help them meet and exceed these expectations. They need to know:

  • How customers’ perceptions have changed since 2011
  • The latest trends emerging in the small business banking industry
  • Which factors are having the biggest impact on customer satisfaction

Our J.D. Power and Associates 2012 US and Canadian Small Business Banking Satisfaction Studies will provide these insights and much more!

Join us for an exclusive webcast during which we will give you an insider’s look into the results of these studies!

Webcast Details:

DATE:  Tuesday, October 30

TIME:  2:00 – 3:00 PM ET

SPEAKER:  Jim Miller, Senior Director, Banking Practice at J.D. Power and Associates


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Top 10 Sources for Gathering Investment Information

Unlike the majority of full service investors, self-directed investors MUST seek out information to aid in their decision-making regarding investments.

Did you know that satisfaction is highest among self-directed investors who use investment magazines and their firm as primary sources of this information?

The majority of self-directed investors (68%) indicate using their firm as one source of information, which is 4 percentage points lower than in 2011 (68% vs. 72%, respectively), and 30% of investors indicate that their firm is their main source of information, which is virtually the same as in 2011.  Below are the top 10 main sources of information that self-directed investors indicate using to aid in their investment decision-maiking:

Not depicted above, but included in our J.D.Power 2012 US Self-Directed Investor Satsfaction Study,  Sharebuilder from ING Direct leads the industry in the proportion of investors indicating that they use their firm as the primary source of information (36%), followed closely by E*TRADE Financial (35%) and Fidelity Investments (33%).

 Data Source:  J.D. Power and Associates 2012 US Self-Directed InvestorSatisfaction Study SM
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Credit Card Website Best Practices – Account Log In

From our J.D. Power and Associates 2012 Credit Card Website Evaulation Study, the following account log in best practices highlight some of the exceptional techniques utilized by credit card issuer websites.

1.  Offer Prominent Log-in Fields

Citi Cards and Chase use color and shading to draw attention to log-in fields




2.  Streamline Navigation

Citi Cards offers customers navigation links from the log in field on the home page


Continue reading ›

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Understanding Actual vs. Intended Customer Attrition

Did you know that customers who INTEND to switch primary financial institutions have the greatest value?

Bank customer attrition rates, both actual and intended, continue to increase. According to data from our J.D. Power and Associates 2012 US Retail Banking Satisfaction Study, intended attrition has increased significantly to 12.9% from 10.7% in 2011 after having decreased from 2010 to 2011. The actual attrition rate has steadily increased since 2010, reaching 9.6%(1) this year.

By bank size, Midsize Banks have the highest attrition rate (11.3%), followed by Regional Banks (10.3%); Big Banks (10.0%); and Small Banks and Credit Unions (7.4%).(2) While most customers who switch leave one Big Bank for another Big Bank (29%), 19% of customers switch from a Big Bank to a Small Bank or Credit Union, demonstrating customers’ willingness to trade the convenience of a large banking network for the personal service of a local small banking network or credit union.

Notes: Actual AttritionRate is based on the 2012 Financial Services Screener

Continue reading ›

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Satisfaction With Social Media Interaction

Social media, a non-traditional method of customer interaction is clearly becoming increasingly important for banks to understand.

It’s no longer just a vehicle for customers to vent about poor experiences, praise their bank for exceeding expectations, or read about other customers’ positive or negative experiences—it has now become a legitimate service channel!

Social media sites not only allow customers to interact with their bank, but also provide another medium to converse with representatives, get questions answered, and resolve problems. For example, data from our 2012 J.D. Power and Associates US Credit Card Customer Satisfaction Study shows that during the past 12 months, 5% of credit card customers have contacted their issuer through their social media site to ask a question, resolve a problem, or make a request.

Although many questions or problems may need to be handled outside of the social media site that was the initial contact, it is important for banks to show they are listening to their customers’ “pain points” by providing an actual response to the social media posting.

Did you know that only 60% of customers who contacted their credit card issuer via social media received a reply?

Needles to say, the impact of replying to a posting on overall satisfaction is profound, as Interaction satisfaction among customers who have received a reply to their social media contact is notably higher than among those who did not receive a reply (802 vs. 748, respectively). Findings from our recent study also revealed that optimizing customer satisfaction with their social media experience does not end at merely responding to the request, but that issuers should continue to focus on the following:

  • Resolving the initial issue at hand
  • Offering additional assistance
  • Thanking the customer for their business

When each of these best practices are met, Interaction satisfaction increases to 839, which is 91 points higher than when they are not met.

Source: J.D. Power and Associates 2012 US Credit Card Satisfaction StudySM    

The Bottom Line:

With the continued advancement of technology shifting the way customers interact with financial institutions, it is vital for banks to proactively respond to the changing demands of their self-service channels and understand the importance of being responsive to feedback posted on social media sites.

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2012 Credit Card Website Evaluation Webcast

Do you know about our inaugural J.D. Power and Associates 2012 Credit Card Website Evaluation Study?  We’ll publish it on October 4th, and we’re excited to share some of the research details with you!

The websites of credit card issuers serve as a major portal for customers to service their accounts and obtain information throughout their relationship with the credit card company. This study provides an analysis of cardholders’ perceptions of their issuer’s website and explores the correlation between website usability and customer loyalty and advocacy.

We invite you to join us for a complimentary webcast during which attendees will learn how the insights gleaned from the study may help credit card issuers to:

  • Increase website effectiveness
  • Create websites that excel in content, appearance, navigation, and speed
  • Estimate return on investment for proposed site changes and enhancements
  • Compare competitive site features across multiple industries


Complementary Webcast Details:

Date:  Tuesday, September 25 – 2:00 PM EST

For more information, please contact: Holly Zagresky at Holly_Zagresky@jdpa.com


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Future Trends in Credit Card Customer Satisfaction

According to our 2012 U.S. Credit Card Satisfaction Study released late last week, the competitive environment is stabilizing and credit card issuers are making substantial strides in improving areas that were previously problematic—particularly communication and problem resolution.  So, what comes next? How are customer expectations changing, and what are the implications for issuers? Where should issuers focus their efforts in the future?

1.  Digital channels and self-service

The shift to online use and away from phone and mail continues. Customers are performing more routine activities online, such as reward-related activities, and are contacting call centers less often with questions or requests and are beginning to seek answers via self-serve channels, such as online. In fact, data from our 2012 Credit Card Satisfaction Study indicates that customers are attempting to resolve problems on their own and are moving away from contacting the call center for simple problems, but contacting the call center to deal with more complex issues.


2012 J.D. Power and Associates U.S. Credit Card Custom Satisfaction Study©.  The McGraw-Hill Companies, Inc. All Rights Reserved.

In addition, 7% of customers indicate using a mobile device to interact with their credit card issuer, and 5% have used social media for service transactions.  Another emerging trend related to the increased use of digital channels for routine transactions and greater reliance on self-service tools is that the issues about which customers contact the call center are becoming increasingly complex. This has important implications for the role of the call center and the requirements for call center representatives.

THE POINT:  Not only will issuers need to continue to commit resources to online as the workhorse for routine transactions, but they will also need to simultaneously invest in and develop these emerging online channels since customers prefer this method of communication above all others.  Knowledgeable employees that are able handle complex problems are a necessity.

2.  Rewards and Communication

An examination of recent success in the market, as defined by the highest-performing issuers, American Express and Discover Card, and the most improved issuers, Chase and Barclaycard, shows that two drivers of advantage in the past—rewards programs and customer communications—will continue to provide an expanding competitive edge in the future. Continue reading ›

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How Can Having a World-Class Contact Center Improve Customer Experience AND the Bottom Line?

Drive Improvements Through Better Customer Interactions

Our financial services team would like to invite you to attend a complementary contact center webcast.  In this webcast we’ll explore the unique challenges facing the banking community and discuss opportunities to help you differentiate your brand from the competition.

Specific topics include:

  • Implications of failing to deliver an effective customer interaction through the contact center channel
  • Understanding what’s changing about customers’ needs and expectations within the contact center experience
  • Using cross-industry benchmarks and best-practices to create a differentiated customer experience
  • How you can use J.D. Power contact center data to make process improvements, differentiate your brand and influence selection

Specific take-aways include:

  • Data on the importance of servicing clients effectively
  • The J.D. Power and Associates contact center perspective
  • The top drivers of customer satisfaction with the IVR and CSR- What’s changing and how should you adapt?
  • Tools, tips and tricks to  help you achieve your goals
  • What you can do NOW to improve your customers contact experience


Date:  Wednesday, September 5, 2012

Time:  2:00-3:00 pm EST

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