Capital One received the highest customer satisfaction rating for the third year in a row among eight nationwide banks, scoring 694 out of 1,000 (up from 692 in 2020), according to a new J.D. Power study released Thursday.
Banks now surpass credit unions in nearly every service category as rated by U.S. consumers, according to this year’s survey.
Bracing for recession, one-third of customers are waiting for assistance from their banks, the survey said.
Homeowners want to feel supported by their mortgage servicers, particularly with a possible recession looming, a recent survey showed.
Bankers said that their customer experience investments focus more on product-specific messaging and customer acquisition.
Bank customers want personalized financial assessments and two-way, real-time mobile problem-solving from their banks, but few get what they expect, according to a recent survey.
Forty-eight percent of consumers prefer a phone call over an email for urgent financial matters, and 63% reported ignoring calls from their financial institution because they didn’t recognize the number.
Most customers are dissatisfied with their credit card mobile apps and online options, according to recent studies by J.D. Power. Overall satisfaction with most digital channels has declined as usage has increased.
As more of our lives continue to shift to digitally based providers, direct banks are in a position to gain market share and mindshare by delivering around-the-clock access and products with attractive fee structures and interest rates.
As customers increasingly face tough economic challenges, retail banks’ ability to offer support plays a critical role in satisfaction, according to J.D. Power’s annual retail banking satisfaction survey.