Eastern, Rockland Beat Out National Banks in Satisfaction Survey
Eastern Bank leads its Massachusetts-based peers in a major survey of bank customer satisfaction.
Survey Suggests Depositors Searching for Yield as Financial Health Dips
Fewer customers had $10,000 or more in deposits at their primary bank in the past year, while the percentage of customers categorized as financially unhealthy increased, according to a new study from J.D. Power.
J.D. Power: Satisfaction With Merchant Services Providers Declines
Economic conditions, costs and ongoing difficulties with payment processing technology have driven drop in small business satisfaction with merchant services providers.
Survey: National Banks See Customer Satisfaction Drop
Customer satisfaction at the nation’s largest banks has declined, with customers younger than age 40 driving lower satisfaction.
J.D. Power: Inflation Affects Small Business Credit Card Satisfaction
Small business owners with a dedicated account manager at their credit card issuer, including business owners pessimistic about the year ahead, had higher overall satisfaction with the issuer, according to a recent study from J.D. Power.
Mortgage Lenders Can’t Stand Out from the Competition
While borrowers might be expected to cite mortgage rates as the top reason for selecting a specific lender in the current environment, J.D. Power sees this as a potential problem for lenders.
Mismatch Seen Between Advice Businesses Want from Banks and What They Get
While three-quarters of U.S. small businesses want to receive financial advice from their bank, most do not receive the kind of comprehensive advice that would help a small business grow, according to a recent study from J.D. Power.
J.D. Power: Retail Bank Customers Want Advice on Inflation
More U.S. consumers are now considered financially vulnerable, while one-third of retail bank customers want – but have not received – information from their bank on how to handle inflation, according to a new report from J.D. Power.
J.D. Power: Credit Card Spending Falls
Increased financial stress and alternative financing options have contributed to a significant decline in the overall share of customer spending allotted to a primary credit card, according to a recent study from J.D. Power.
J.D. Power: Mortgage Servicer Transfers Affects Customer Satisfaction
Transferring mortgages from one servicer to another leads to more dissatisfied customers who lack trust in both companies, according to a study from J.D. Power.
J.D. Power: Satisfaction With Bank Advice Declines
Customers of varying ages and financial health status want banks to help them improve their financial situation, but satisfaction with advice and guidance provided by national and regional banks has dropped significantly over the past year, according to a new study from J.D. Power.
J.D. Power: Consumer Loans Grow Among Financially Vulnerable
Activity in the consumer lending industry has grown over the past year, with financially vulnerable consumers making up nearly 40 percent of the customers, according to a new study from J.D. Power.
J.D. Power: Customer Service Drives Online-Only Account Satisfaction
Despite the self-service nature of online-only checking and savings accounts, access to customer service channels, including phone and email, helped drive satisfaction with these direct bank accounts, according to a new study from J.D. Power.
J.D. Power: Banks Can Help Customers With Financial Stress
Digital transformation and rising inflation have created a new set of customer engagement challenges for U.S. retail banks, according to a new study from J.D. Power.
J.D. Power: Small Business Satisfaction With Payment Processors Surges
Big banks say the costs of their services and improvements in customer support help drive small business satisfaction with their payment processing services, according to a new study from J.D. Power.
J.D. Power: Refinance Volumes, Digital Strategies Drive Down Satisfaction
Struggles with managing refinance volume and streamlining digital workflows have affected customer satisfaction with mortgage originators, according to a recent J.D. Power Survey.
J.D. Power: PPP Forgiveness Drove Small Biz Satisfaction
Small businesses appreciated how their bank handled Paycheck Protection Program applications and forgiveness, according to a recent J.D. Power survey, but the pandemic continues to affect the finances of more than a quarter of small businesses.
J.D. Power: Satisfaction With Mortgage Servicers Increased During Pandemic
While a combination of relief efforts and pivots to digital solutions helped mortgage servicers earn high levels of customer satisfaction during the pandemic, much of that improvement in satisfaction came from non-bank companies that have started to gain an edge over bank lenders, according to a recent study from J.D. Power.
J.D. Power: National Banks Rank High for Mobile App Satisfaction
With a record number of retail bank customers using mobile apps during the past year, national banks saw increased customer satisfaction with these apps, while satisfaction with regional bank apps declined, according to a series of recent studies by J.D. Power.
J.D. Power: Traditional Lenders Gain in Consumer Lending Satisfaction
Traditional lenders offering consumer loans outperformed financial technology firms in providing guidance, honest communication and reliable technology during the pandemic, according to a new study from J.D. Power.
