With a fluctuating economy and new banking regulations continuing to affect small business customers’ perceptions of their banking experiences, financial institutions need to be armed with the insights that will help them meet and exceed the ever-changing expectations of their customers. Understanding the shifts in customer perceptions, the latest industry trends, and the factors with the greatest impact on satisfaction is critical to your bank’s ability to grow.
Retail banking is undergoing a dramatic transformation as a result of new technology, increased competition, and ever-changing customer expectations. Customers expect a fast, simple and nearly effortless experience—at a fair price.
The bottom line: Attaining your forecasted growth in footings and margin in 2018 depends on your ability to align your business planning with what your customers want and need.
The J.D. Power 2018 U.S. Retail Banking Satisfaction StudySM
Mortgage lenders are currently facing a number of challenges, most notably, regulations and market conditions. While industry experts are expecting interest rates to continue an upward trend, temporary rate drops can trigger short-term spikes in refinance volume, which lenders must manage with existing resources. Additionally, firms must prepare for changes, such as implementation of the TILA-RESPA integrated disclosure rule, and be ready to respond to a possible increase in purchase demand as the economy continues to improve.
Since 1968, organizations around the world have relied on J.D. Power as a trusted advisor for deep expertise in the industries we serve, advanced research science to drive insights, and a proven success record for driving results.
By analyzing the many aspects of the customer experience, J.D. Power can identify the multiple drivers of that experience, measure and understand the impact of those drivers, and help drive business results by monitoring and improving performance.
WESTLAKE VILLAGE, Calif.: 30 October 2013 — Overall satisfaction among small business banking customers declines due to dissatisfaction with problem resolution and with the most frequently used transaction methods, branch and online; yet, satisfaction with fees increases, according to the J.D. Power 2013 U.S.