Posts Tagged ‘reputation’

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…

Banks Rebuilding Positive Image

Posted on October 10, 2017 by Laura Lam

The banking industry’s image with the American public has climbed to its highest point since the 2008 financial meltdown, with 43% now viewing it positively and 30% negatively. But Americans still view banking less positively than they did in the years leading up to the crisis, when it ranked above the average for other industries Gallup measures. The public’s net positive rating of banking — the percentage with a positive view minus the percentage with a negative view of it — slid from +32 in 2007 to -23 in 2009, and bottomed out at -28 in 2010 and 2012. This year’s…

Reputation Survey: Regional Banks Rise to the Top

Posted on July 18, 2017 by Laura Lam

The 2017 survey revealed that the banking industry overall extended its multi-year reputation recovery among U.S. consumers, achieving a reputation score that qualified as “strong” (above 70 on a 100-point scale) for the first time since the Survey of Bank Reputations began in 2011. Better delivery of products and services has helped, as has looser lending practices. But the biggest influence has been banks’ behavior.  Simply put, banks are acting more responsibly with customers – no longer processing transactions in a way that will more quickly trigger overdrafts, for example. They also are making their community activities more prominent. And…

Bank Reputation: Regionals Score Tops; Big Banks Improve

Posted on June 29, 2016 by Laura Lam

The reputation of the banking industry as a whole nudged up to 67.1 on a 100-point scale, helped by an improving economy. The score is just average, by the Reputation Institute’s reckoning, but that is not so bad for an industry devastated by the financial crisis in recent memory. “We’ve seen some improvements broadly around financial services, but there’s still a hangover effect from the Great Recession,” said Stephen Hahn-Griffiths, a vice president at the Reputation Institute.  To put things in perspective, banking is still below other industries the Reputation Institute tracks, including health care and energy.  But it has…