• Ambulatory Care77 0.0%
  • Consumer Shipping81+1.3%
  • Cooperative Utilities78+2.6%
  • Federal Government68.0+6.4%
  • Hospitals75 0.0%
  • Investor-Owned Utilities75+4.2%
  • Local Government72.5+13.3%
  • Municipal Utilities72+5.9%
  • U.S. Postal Service73 0.0%
Ambulatory Care77 0.0%
Athletic Shoes80+2.6%
Automobiles & Light Vehicles823.8%
Cellular Telephones79+1.3%
Computer Software819.5%
Consumer Shipping81+1.3%
Cooperative Utilities78+2.6%
Credit Unions82.0+1.2%
Department & Discount Stores78+5.4%
Federal Government68.0+6.4%
Fixed-Line Telephone Service70+1.4%
Food Manufacturing83+9.2%
Full-Service Restaurants81-1.2%
Gasoline Service Stations76+1.3%
Health & Personal Care78+6.8%
Health Insurance72.0+4.3%
Hospitals75 0.0%
Internet Investment Services80.0+5.3%
Internet Search Engines & Information76-5.0%
Internet News & Opinion73-1.4%
Internet Retail83+3.8%
Internet Service Providers64+1.6%
Internet Social Media744.2%
Internet Travel Services791.3%
Investor-Owned Utilities75+4.2%
Life Insurance79.0+2.6%
Limited-Service Restaurants79+2.6%
Local Government72.5+13.3%
Household Appliances821.2%
Municipal Utilities72+5.9%
Personal Care & Cleaning Products83+7.8%
Personal Computers781.3%
Property & Casualty Insurance78.0-1.3%
Soft Drinks84+6.3%
Specialty Retail Stores80+3.9%
Subscription Television Service65+3.2%
Telephone service72 0.0%
Televisions & Video Players876.1%
U.S. Postal Service73 0.0%
Wireless Telephone Service71+1.4%

Remarkable Knowledge.
Experience That Matters.

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.


Press Release

Download PDF