• Banks80.0+5.3%
  • Credit Unions82.0+1.2%
  • Federal Government68.0+6.4%
  • Health Insurance72.0+4.3%
  • Internet Investment Services80.0+5.3%
  • Life Insurance79.0+2.6%
  • Local Government72.5+13.3%
  • Property & Casualty Insurance78.0-1.3%
 
 
Airlines72+4.3%
Ambulatory Care77+1.3%
Apparel79+3.9%
Athletic Shoes80+2.6%
Automobiles & Light Vehicles823.8%
Banks80.0+5.3%
Breweries83+9.2%
Cellular Telephones79+1.3%
Computer Software819.5%
Consumer Shipping80-1.2%
Cooperative Utilities76-5.0%
Credit Unions82.0+1.2%
Department & Discount Stores74-3.9%
Federal Government68.0+6.4%
Fixed-Line Telephone Service70+1.4%
Food Manufacturing83+9.2%
Full-Service Restaurants81-1.2%
Gasoline Service Stations752.7%
Health & Personal Care Stores73-5.2%
Health Insurance72.0+4.3%
Hospitals75+1.4%
Hotels74-1.3%
Internet Investment Services80.0+5.3%
Internet Search Engines & Information76-5.0%
Internet News & Opinion73-1.4%
Internet Retail80-2.4%
Internet Service Providers64+1.6%
Internet Social Media744.2%
Internet Travel Services791.3%
Investor-Owned Utilities72-2.7%
Life Insurance79.0+2.6%
Limited-Service Restaurants79+2.6%
Local Government72.5+13.3%
Household Appliances821.2%
Municipal Utilities68-6.8%
Personal Care & Cleaning Products83+7.8%
Personal Computers781.3%
Property & Casualty Insurance78.0-1.3%
Soft Drinks84+6.3%
Specialty Retail Stores77-2.5%
Subscription Television Service65+3.2%
Supermarkets73-3.9%
Telephone service72 0.0%
Televisions & Video Players876.1%
U.S. Postal Service73+5.8%
Wireless Telephone Service71+1.4%

Remarkable Knowledge.
Experience That Matters.

Bank Satisfaction Barometer 2016

Analysis from the study shows that banks are generally better positioned than the previous year with stronger relationships with their customers. The bank satisfaction barometer (BSB) is at a 4-year high of 82, as measured on a 0-100 scale, moving up 3 points from 79 in 2015.

The study identifies four opportunities for banks to focus customer service efforts to continue to improve BSB in 2017.

  1. Engage Local Communities: Increase efforts to be active and involved in local communities
     
  2. Enhance Loyalty Programs: Design a valuable loyalty program experience for customers
     
  3. Promote Digital Experiences: Encourage the frequent use of the available digital services
     
  4. Develop Millennial Customers: Ensure the needs of Millennial customers are met as a segment for future growth

For more information, click below.

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