Bank Satisfaction Barometer 2015
The third edition of the CFI Group’s bank customer survey resulted in an overall score of 79 (on a 0-100 scale), which is down one point from 2014 and the same as 2013. Those scores indicate a relatively satisfied and stable banking customer environment.
The two areas of potential competitive advantage drawn from respondents include:
- Seamless integration of electronic and personal channels. While the use of electronic banking continues to increase, customers still want to speak to a live person when needed. Having a branch location nearby is viewed as Important or Very Important by 67 percent of respondents. The branch also remains a key driver in initial bank selection, overall customer satisfaction and determining where customers go for advice/problem resolution.
- Increased community involvement. Fifty-seven percent of customers think it’s Important or Very Important to bank with an institution that contributes to their community. Not coincidentally, respondents who believe their bank is Very Involved in the community have significantly higher satisfaction scores.
To obtain the complete 2015 Bank Satisfaction Barometer, which includes indepth examination of key satisfaction drivers such as branch staff, branch convenience, online and
mobile banking, ATMs, products and services, rates and fees, and information and communication click "Download PDF" at the bottom of this page.