43 percent of borrowers applied for a mortgage digitally, up from 28 percent last year but satisfaction scores were down according to J.D. Power; Craig Martin, director of the mortgage practice at J.D. Power, said in a press release, "A critical element of satisfaction is setting expectations, and this tends to be a weakness of technology.”; Customers also rated non bank lenders higher than their banking counterparts as borrowers look to new lenders who provide a more seamless experience. Source.
Banks are starting to see the reward for offering advice through digital channels with the results of a new survey...
Bank of the West’s Hisham Salama was hired in 2018 as Head of Digital Channels to help the bank reshape...
J.D. Power is out with their most recent Small Business Banking Satisfaction Study and small businesses are still dissatisfied with banks; the biggest issue that could increase positive interaction with small businesses and banks is more account representatives; having someone available to speak to SMBs and help them is something that is sorely lacking; banks have seen market share go to fintechs and digital banks in recent years so better serving this key customer group is something the banks need to recognize. Source.
According to a new study released by J.D. Power consumers gave the highest ratings to some of the biggest banks...
Last week J.D. Power released a study on personal loan satisfaction. At a time when credit card debt is rising...
A new study by J.D. Power says midsize banks should be using email a lot more when communicating with customers;...
According to a new study by J.D. Power digital only banks score better than bank in almost all categories except...
A new study by J.D. Power shows only 4 percent of consumers switched banks accounts to a new institution last...
According to a new survey by J.D. Power 30 percent of consumers surveyed were using mobile banking more and 35...