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Survey: Banks Find Key to 'Love' (or Some Modicum of Satisfaction)


TD Bank released some rather obvious findings about customer service from a recent survey.

TD Bank (NYSE:TD) released a survey yesterday ("just in time for Valentine's Day," as the press release noted) showing that people who are satisfied with their financial services are satisfied with their finances. According to the survey, 67% of consumers who are happy with their bank report that they have low or no financial stress and more than half are optimistic in their financial future.

Customers also don't enjoy waiting in line for a long time or receiving sass from the people behind the counter. Of those surveyed, 82% appreciate friendly service, 62% want knowledgeable advice, and 60% want a reliable financial resource.

Card holders also appreciate better problem resolution and clearer information about rewards programs, and more online tools are increasing customer satisfaction for credits cards overall, according to a report released by J.D. Power and Associates. The companies that ranked lowest for customer satisfaction were GE Capital Retail Bank and HSBC (NYSE:HBC).

In American Customer Satisfaction Index's report on banks and financial institutions, JPMorgan Chase & Co. (NYSE:JPM) ranked highest in customer satisfaction. The report showed customers also favor small banks, giving them a score of 79 versus 77 for all banks as smaller banks are better at serving customers.
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