TITLE

Five Factors Drive Satisfaction

AUTHOR(S)
Birch, Ray
PUB. DATE
May 2011
SOURCE
Credit Union Journal;5/16/2011, Vol. 15 Issue 19, p22
SOURCE TYPE
Trade Publication
DOC. TYPE
Article
ABSTRACT
The article focuses on the five key factors that drive bank customer satisfaction in the U.S. J.D. Power & Associates reveal on the capacity of the top performing banks to meet the Key Performance Indicators (KPIs) such as the live phone services and branch greeting. Moreover, the capacity of the bank to resolve problems has the biggest impact on the overall satisfaction.
ACCESSION #
60677957

 

Related Articles

  • THE FUTURE OF BANKING IS THE MARKET OF ONE. Gordon, John // Bank Technology News;Sep2007, Vol. 20 Issue 9, Special section p8 

    The article reports on the J.D. Power & Associates 2007 Retail Banking Satisfaction Study, which states that customer experience is growing as a strategic driver for financial service institutions to achieve organic growth goals. However, it was found that customer satisfaction and customer...

  • Try a Little Tenderness. Stock, Howard J. // Bank Investment Consultant;Aug2009, Vol. 17 Issue 8, p11 

    The article discusses the behavior needed to attain higher customer satisfaction in banking. According to the new study by J.D. Power & Associates in California, customers need to be treated with courtesy to make them stay with a bank. James Beird, director of banking services at J.D. Power,...

  • The JOY of CUSTOMER SATISFACTION. England, Robert Stowe // Mortgage Banking;Sep2003, Vol. 63 Issue 12, p58 

    Focuses on efforts of lenders to improve customer satisfaction in the mortgage industry. Role of realtors, brokers, correspondents, title companies, closing agents, insurance companies and appraisers in maintaining customer satisfaction; Factors considered by survey company J.D. Power and...

  • J.D. Power survey finds Pulte brands rank highest in customer satisfaction in 12 markets.  // Mortgage Banking;Oct2009, Vol. 70 Issue 1, p19 

    The article discusses the survey from the J.D. Power and Associates 2009 U.S. New-Home Builder Customer Satisfaction Study which reveals that Pulte brands ranked highest in customer satisfaction among home builders. Several markets with highest levels in customer satisfaction include Sacramento,...

  • Overall Business Customer Satisfaction with Electric Utility Companies Declines.  // Transmission & Distribution World Exclusive Insight;2/13/2013, p1 

    The article reports on the result of the J.D. Power and Associates 2013 Electric Utility Business Customer Satisfaction Study released in February 2013, which revealed the decline in overall business customer satisfaction with electric utility communications in the U.S. It explains the six...

  • Deregulation of Texas Retail Electric Market Leads to Increasingly Satisfied Customers.  // Transmission & Distribution World Exclusive Insight;8/15/2012, p3 

    The article presents information on a study conducted by marketing information services company J.D. Power & Associates Inc. to measure customer satisfaction related to retail electric service providers in Texas. The study examines four factors: price; billing and payment; communications; and...

  • Survey data suggests ways to better satisfy customers. Yoswick, John // Nashville Automotive Report;Oct2011, Vol. 25 Issue 5, p3 

    The article reports on a survey by J.D. Power and Associates Inc. on customer satisfaction and retention based among 11,500 people who had fined an automobile insurance claim within the preceding 12 months. Noted is that the survey indicated the preference among customers over using the shop of...

  • GMAC Is Tops For Relocations.  // National Mortgage News;10/8/2007, Vol. 32 Issue 3, p11 

    The article reports on the survey conducted by J.D. Power and Associates showing that GMAC Global Relocation has ranked highest in satisfying employees who have relocated via corporate relocation services in Westlake Village, California. It is the only source of independent and unbiased customer...

  • Lexus regains happy-customer crown. Versical, Dave // Automotive News;3/2/2009, Vol. 83 Issue 6349, p26 

    The article reports that Lexus overtook Jaguar to regain its title as the brand that does the best job of pleasing customers in the service department. Toyota Motor Corp.'s luxury division ranked atop the J.D. Power and Associates 2009 Customer Service Index Study. No. 2 Jaguar, sold by Ford...

Share

Read the Article

Courtesy of VIRGINIA BEACH PUBLIC LIBRARY AND SYSTEM

Sorry, but this item is not currently available from your library.

Try another library?
Sign out of this library

Other Topics