A decade after the financial crisis, the banking industry’s reputation remains below pre-crisis levels, yet customers are shrugging off their concerns. Record high innovation and improving customer service have resulted in high satisfaction — with only 4 percent of customers switching banks in the past year.
That’s according to the J.D. Power 2019 U.S. Retail Banking Satisfaction Study, which is based on responses from more than 84,000 retail banking customers of more than 200 of the largest banks in the U.S. The study, now in its 14th year, measures satisfaction in six areas: account opening; communication and advice; channel activities; convenience; problem resolution; and products and fees.