Big Banks Make Big Gains in Customer Satisfaction

Overall customer satisfaction with retail banks improved significantly from 2012, largely a result of improvements made by big banks,(1) according to our J.D. Power and Associates 2013 U.S. Retail Banking Satisfaction StudySM released today.

“Many of the big banks have made great strides in listening to what their customers are asking for: reducing the number . . . Continue Reading Big Banks Make Big Gains in Customer Satisfaction

Social Efforts in Financial Services

Did you know that consumers don’t single out social media as a separate experience with a company?  Instead, they expect social media to be a fully integrated and seamless  part of the overall brand experience.

This is one of the many insights shared with us over the past 90 days while we were engaging . . . Continue Reading Social Efforts in Financial Services

Craig Martin Joins the J.D. Power Financial Services Team

We are pleased to announce that Craig Martin has joined J.D. Power and Associates as a Director in the Financial Services Practice.

In this role, Craig will focus on developing and delivering high-quality insights, recommendations, and presentations for the investment services and mortgage practice.

Craig brings a wealth of knowledge regarding customer experience. Most . . . Continue Reading Craig Martin Joins the J.D. Power Financial Services Team

Becky DeGeorge Joins the J.D. Power Banking Team

J.D. Power and Associates is pleased to announce that Becky DeGeorge has joined the Financial Services Practice of J.D. Power and Associates as Senior Director, Customer Experience Management.

In this role, Becky will expand our capabilities to help our clients to:

Identify and prioritize improvement opportunities leveraging data from all customer touch points including . . . Continue Reading Becky DeGeorge Joins the J.D. Power Banking Team

Who’s Switching Banks & Why?

Next week, we’ll be releasing our 2012 Bank Customer Switching and Acquisition Study (SM). This study will explore the triggers that cause customers to shop for a new bank or a new account, their perceptions of bank brands, and how they make their purchase decision. The study will also include information on those who . . . Continue Reading Who’s Switching Banks & Why?

What Was the Outcome of Bank Transfer Day?

A Credit Union National Association (CUNA) surveyed 1,100 Credit unions about the impact of Bank Transfer Day

…AND THE SURVEY SAID.…

Credit unions brought in 40,000 in new members Credit unions added $80 million in new savings account funds Nearly 700,000 new credit union members joined the movement Around 80% of larger credit unions . . . Continue Reading What Was the Outcome of Bank Transfer Day?

Beyond the Wall: Ideas for Financial Facebook Welcome Pages

“Most visitors to a bank or credit union page on Facebook are greeted by the all-too-familiar Wall — a series of updates, comments, feedback and exchanges that can frequently lean to the dark side. But there’s another, arguably better option” writes Jeffry Pilcher, Publisher of The Financial Brand.com.  “When opting for a customized Welcome . . . Continue Reading Beyond the Wall: Ideas for Financial Facebook Welcome Pages