Learning from the Best: Insights from the 2011 J.D. Power and Associates Retail Banking Satisfaction Study
Speakers: Michael Beird, Director of Banking Services, J.D. Power and Associates and Cynthia Bestard, Research Director, J.D. Power and Associates
This complimentary webcast brought to you by J.D. Power and Associates
Register Now
May 4, 2011
12:00 - 1:30pm EDT
For the first time since 2007 customer satisfaction in Retail Banking improved, according to the 2011 Retail Banking Satisfaction Study published recently by J.D. Power and Associates. Emerging from the "Great Recession" is an industry undergoing significant change in how banks address both revenue pressures and increased regulations, but without alienating its customer base. Clearly there are some banks that stand out from their peers in generating higher levels of satisfaction ranging from branch activities, on-boarding and facilities to fees and problem resolution.
This free webcast is intended to cover what matters most to customers in this year's research and which banks appear to be leading the pack. Attendees will leave knowing:
- Who some of the top performing small, medium and large banks are based on this year's study
- Which areas of the country appear most and least demanding around bank satisfaction and why
- What the top 5 areas of focus are that satisfy customers the most
- How some banks seem able to charge fees and still get high satisfaction scores
- The importance that social media is beginning to have as a customer service channel
Learning from the Best: Insights from the 2011 J.D. Power and Associates Retail Banking Satisfaction Study
Speakers: Michael Beird, Director of Banking Services, J.D. Power and Associates and Cynthia Bestard, Research Director, J.D. Power and Associates
This complimentary webcast brought to you by J.D. Power and Associates
Register Now
May 4, 2011
12:00 - 1:30pm EDT
For the first time since 2007 customer satisfaction in Retail Banking improved, according to the 2011 Retail Banking Satisfaction Study published recently by J.D. Power and Associates. Emerging from the "Great Recession" is an industry undergoing significant change in how banks address both revenue pressures and increased regulations, but without alienating its customer base. Clearly there are some banks that stand out from their peers in generating higher levels of satisfaction ranging from branch activities, on-boarding and facilities to fees and problem resolution.
This free webcast is intended to cover what matters most to customers in this year's research and which banks appear to be leading the pack. Attendees will leave knowing:
- Who some of the top performing small, medium and large banks are based on this year's study
- Which areas of the country appear most and least demanding around bank satisfaction and why
- What the top 5 areas of focus are that satisfy customers the most
- How some banks seem able to charge fees and still get high satisfaction scores
- The importance that social media is beginning to have as a customer service channel