Bank satisfaction on the riseIf better banking leads to less stress, then there should be an increasing number of relaxed customers around the country. According to the American Consumer Satisfaction Index, customer satisfaction with banks increased 2.7 percent last year to 77. The index is scored on a 100-point scale. While Chase had the highest satisfaction of the big banks with an index score of 74, customers at smaller institutions appear to be the ones really feeling the love. Smaller banks have a satisfaction score of 79, while credit unions boast a score of 82.
What makes bank customers happyIn publishing satisfaction scores, the ACSI notes personalized service and fewer fees may be what boost the scores of small banks and credit unions over those of big banks. The TD Bank survey echoed this idea. Among those surveyed, most consumers told TD Bank the following factors led to them feel valued by their financial institution.
- Friendly service: 82 percent
- Knowledgeable advice: 62 percent
- Reliability as a financial resource: 60 percent