Posts Tagged ‘customer satisfaction’

PNC Has the Edge in Bank Customer Satisfaction

Posted on October 12, 2017 by Laura Lam

National retail banks have invested heavily in digital transformation and marketing initiatives designed to position themselves as the best one-stop shops for all consumer banking, credit card, loan and investment needs. When it comes to real-world customer satisfaction, though, the biggest drivers of success are low problem incidence and consistency across all lines of bank business, according to the inaugural J.D. Power 2017 National Bank Satisfaction Study. In the complex field of competition among the nation’s biggest banks, Pittsburgh-based PNC just edged out New York behemoth Chase Bank – the nation’s largest bank with more than $2 trillion in assets…

Big Banks Top Customer-Satisfaction Survey

Posted on February 19, 2016 by Laura Lam

For the first time ever, the nation’s 6 largest depository institutions scored higher than their smaller peers in overall customer satisfaction, according to the most recent survey data from the marketing firm J.D. Power & Associates. Those 6 banks are Bank of America, Citigroup, JPMorgan Chase, PNC Financial, U.S. Bancorp and Wells Fargo. The customer-satisfaction survey, conducted since 2006, compares the 6 big banks with regional banks and smaller institutions. Only banks with at least $3 billion in deposits are included in the survey. “What these customers are saying is …the big banks are doing a pretty good job,’” said…

Technology Boosts Big Banks' Customer Satisfaction

Posted on March 10, 2015 by Saldutti

Will technology provide the shot in the arm that megabanks need to catch up with community banks in customer service?  A new survey suggests that might be the case. The largest banks improved their customer service at a faster rate than community banks and credit unions over the past year, according to a study conducted by ath Power Consulting. One reason that big banks made up ground is their superior technology offerings, said Frank Aloi, chief executive of ath Power Consulting.  “You can’t compare to what the big guys are offering because it’s such cutting-edge stuff,” Aloi said. “Community banks…