Marketing, Communications & Consumer Experience
The “halo effect” of COVID, which drove higher CSAT scores, is over and banks must work harder to satisfy consumers. CSAT scores have fallen for almost all the 20 U.S. banks featured in our survey and, with inflation rising, financial institutions face new challenges to keep customers happy and loyal. The digitalization of banking continues to affect consumer behavior and preferences, with...
October 19, 2022 - 2:00PM
October 18, 2022 - 2:00PM
September 29, 2022 - 2:00PM
September 27, 2022 - 1:00PM
September 8, 2022 - 2:00PM
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October 27, 2022The “halo effect” of COVID, which drove higher CSAT scores, is over and banks must work harder to satisfy consumers. CSAT scores have fallen for almost all the 20 U.S. banks featured in our survey and, with inflation rising, financial institutions face new challenges to keep customers happy and loyal. The digitalization of banking continues to affect consumer behavior and preferences, with...
September 29, 2022 - 2:00PMPast
September 27, 2022 - 1:00PMPast
September 8, 2022 - 2:00PMPast
August 22, 2022WASHINGTON, DC – The Consumer Bankers Association, American Bankers Association, and the Bank Policy Institute jointly responded today to the Consumer Financial Protection Bureau’s (CFPB) request for information about customer service practices at large financial institutions. The letter challenges the legal basis for the CFPB’s inquiry and objects to the Bureau’s assertion that banks are...
Comments in Response to RFI Regarding Relationship Banking and Customer Service