Direct banks continue to outperform traditional retail banks in overall customer satisfaction, but these branchless institutions are showing some signs of vulnerability. According to the J.D. Power 2018 U.S. Direct Banking Satisfaction Study,SM direct banks have lost ground to traditional retail banks in terms of customer understanding and mobile experience. Key performance metrics—providing tailored information to meet customer needs, understanding product features and understanding fee structures—have declined year over year.
“Direct banks have traditionally occupied a niche of the retail banking marketplace where they serve mainly as secondary banks with competitive [...]
U.S. banks and credit card companies are setting a new standard for customer satisfaction with mobile apps, winning a rapidly growing user base and achieving the highest satisfaction scores of any industry in which J.D. Power measures satisfaction. According to the J.D. Power 2018 U.S. Banking App Satisfaction StudySM and U.S. Credit Card App Satisfaction Study,SM overall customer satisfaction with banking and credit card apps increases this year as more customers adopt digital as their primary interaction channel.
“As mobile apps rapidly become the primary interaction channel for retail bank and credit card customers, getting the formula right in terms of usability, feature [...]
United Arab Emirates (UAE) reported a significant improvement in consumer confidence with an index of 118 in the fourth quarter of 2017, which is a six-point increase from the previous quarter and a 10-point increase from the same period in 2016 — the highest in the region and ranked fifth globally.
According to the fourth-quarter 2017 Conference Board® Global Consumer Confidence Survey (TCB Global CCS), which is produced in collaboration with Nielsen, the gain in confidence from the third quarter was driven by improvements in perception of personal finances and immediate-spending intentions. In the UAE, respondents were optimistic about their personal finances, with 65% [...]
Ensuring that service advisors are front and centre when it comes to communicating with vehicle owners helps drive overall satisfaction with their servicing experience, which increases by 35 points (on a 1,000-point scale) when an advisor is available to speak to the customer when they drop off their vehicle. Despite this finding, 35% of customers indicate that they spoke to a receptionist rather than a service advisor to discuss their servicing needs when visiting their dealer. [...]