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Marketing, Communications & Consumer Experience
- 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...
- October 19, 2022 - 2:00PMPastOctober 18, 2022 - 2:00PMPastSeptember 29, 2022 - 2:00PMPastSeptember 27, 2022 - 1:00PMPastSeptember 8, 2022 - 2:00PMPastAugust 24, 2022 - 1:00PMPastAugust 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...August 22, 2022August 22, 2022 Comment Intake – Relationship Banking Consumer Financial Protection Bureau 1700 G Street, NW Washington, DC 20552 Re: Docket No. CFPB-2022-0040 Re: Comments in Response to Request for Information Regarding Relationship Banking and Customer Service, Docket No. CFPB-2022-0040 To Whom it May Concern: The Bank Policy Institute, the Consumer Bankers Association, and the American...August 4, 2022 - 2:00PMPast