ABA Banking Journal
No Result
View All Result
  • Topics
    • Ag Banking
    • Commercial Lending
    • Community Banking
    • Compliance and Risk
    • Cybersecurity
    • Economy
    • Human Resources
    • Insurance
    • Legal
    • Mortgage
    • Mutual Funds
    • Payments
    • Policy
    • Retail and Marketing
    • Tax and Accounting
    • Technology
    • Wealth Management
  • Newsbytes
  • Podcasts
  • Magazine
    • Subscribe
    • Advertise
    • Magazine Archive
    • Newsletter Archive
    • Podcast Archive
    • Sponsored Content Archive
SUBSCRIBE
ABA Banking Journal
  • Topics
    • Ag Banking
    • Commercial Lending
    • Community Banking
    • Compliance and Risk
    • Cybersecurity
    • Economy
    • Human Resources
    • Insurance
    • Legal
    • Mortgage
    • Mutual Funds
    • Payments
    • Policy
    • Retail and Marketing
    • Tax and Accounting
    • Technology
    • Wealth Management
  • Newsbytes
  • Podcasts
  • Magazine
    • Subscribe
    • Advertise
    • Magazine Archive
    • Newsletter Archive
    • Podcast Archive
    • Sponsored Content Archive
No Result
View All Result
No Result
View All Result
ADVERTISEMENT
Home Newsbytes

Survey: Banks Meet Expectations, Less Often Exceed Them

November 1, 2016
Reading Time: 1 min read

While banks meet expectations for 93 percent of customers, they exceed them for only 36 percent of customers, according to a recent survey released by consulting firm Protiviti. Consumers reported being more charmed by their primary bank, with nearly half (47 percent) saying it exceeds their expectations and an extra 49 percent saying it meets them.

One potential factor in these figures is banks’ response to consumer complaints. Only 36 percent said that their banks respond every time with a resolution to a problem after it is reported, and only one-third of customers said their bank “absolutely” cares about customer concerns. (Twelve percent said their banks do not care.) Two-thirds of customers voice complaints to customer service, 40 percent go to a branch, and 18 percent use email.

High-income customers were substantially less likely to have their banks exceed their expectations; only 20 percent of those earning more than $200,000 annually said so. More than half of these customers said they had had a “frustrating” or “disappointing” experience with a bank. Less than a quarter in this highest income bracket said their banks “absolutely” cared about complaints; almost as many said their banks did not care.

ADVERTISEMENT
Tags: Consumer complaintsRetail banking
ShareTweetPin

Related Posts

ABA DataBank: Higher costs, less credit

ABA DataBank: Higher costs, less credit

Economy
May 16, 2025

Despite temporary tariff relief, small businesses still face elevated costs from historically high tariffs on Chinese goods.

CFPB proposes to regulate large nonbanks in personal loan market

Survey: Customer satisfaction with personal loans holds steady

Mortgage
May 16, 2025

Overall customer satisfaction with personal loans has remained largely flat, according to J.D. Power’s 2025 U.S. Consumer Lending Satisfaction Study.

CFPB releases mortgage servicing proposal, overhauls loss mitigation framework

CFPB ends pandemic-related mortgage foreclosure relief

Compliance and Risk
May 16, 2025

The CFPB issued an interim final rule ending protections for mortgagors experiencing hardships due to the COVID-19 pandemic.

Consumer Sentiment declined in April

Preliminary: Consumer sentiment fell 1.4 points in May

Economy
May 16, 2025

The University of Michigan Consumer Sentiment Index decreased 2.7% in May compared to the month prior, landing at 50.9, according to preliminary results for the month.

Housing starts rise in August

Housing starts rose in April

Economy
May 16, 2025

Housing starts increased by 1.6% in April from the month prior to a seasonally adjusted annual rate of 1.34 million, the Commerce Department reported.

CFPB warns against certain terms in financial service contracts

CFPB withdraws proposed ban on certain contract language for financial products

Compliance and Risk
May 15, 2025

The CFPB has withdrawn a proposed rule to prohibit contractual provisions in agreements for consumer financial products or services that waive “substantive” consumer legal rights and protections.

NEWSBYTES

ABA DataBank: Higher costs, less credit

May 16, 2025

Survey: Customer satisfaction with personal loans holds steady

May 16, 2025

CFPB ends pandemic-related mortgage foreclosure relief

May 16, 2025

SPONSORED CONTENT

Choosing the Right Account Opening Platform: 10 Key Considerations for Long-Term Success

Choosing the Right Account Opening Platform: 10 Key Considerations for Long-Term Success

April 25, 2025
Outsourcing: Getting to Go/No-Go

Outsourcing: Getting to Go/No-Go

April 5, 2025
Six Payments Trends Driving the Future of Transactions

Six Payments Trends Driving the Future of Transactions

March 15, 2025
AI for Banks: A Starter Guide for Community and Regional Institutions

AI for Banks: A Starter Guide for Community and Regional Institutions

March 1, 2025

PODCASTS

Podcast: Accelerating banking for quick-service restaurants

May 8, 2025

How a Georgia community bank supports government-guaranteed lending nationwide

May 1, 2025

Podcast: Quantum computing’s shakeup in payments, cybersecurity

April 24, 2025
ADVERTISEMENT

American Bankers Association
1333 New Hampshire Ave NW
Washington, DC 20036
1-800-BANKERS (800-226-5377)
www.aba.com
About ABA
Privacy Policy
Contact ABA

ABA Banking Journal
About ABA Banking Journal
Media Kit
Advertising
Subscribe

© 2025 American Bankers Association. All rights reserved.

No Result
View All Result
  • Topics
    • Ag Banking
    • Commercial Lending
    • Community Banking
    • Compliance and Risk
    • Cybersecurity
    • Economy
    • Human Resources
    • Insurance
    • Legal
    • Mortgage
    • Mutual Funds
    • Payments
    • Policy
    • Retail and Marketing
    • Tax and Accounting
    • Technology
    • Wealth Management
  • Newsbytes
  • Podcasts
  • Magazine
    • Subscribe
    • Advertise
    • Magazine Archive
    • Newsletter Archive
    • Podcast Archive
    • Sponsored Content Archive

© 2025 American Bankers Association. All rights reserved.