Service Quality


Warning: Don't Use Social Media As Portal For Direct Sign-On Services

Mar 07 2013 - Category: Service Quality

Banks and credit unions should avoid relying too heavily on social media for certain actions.

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Fees: How High Is Too High?

Feb 25 2013 - Category: Service Quality

Studies show that many banks are on an upward trajectory when it comes to imposing fees.

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Financial Industry Not Using Social Media To Full Potential

Feb 15 2013 - Category: Service Quality

The financial industry was slow to recognize the value of social media for marketing and customer service, but it seems it has since caught up.

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Survey: Consumers Happy With Their Bank Have Less Financial Stress

Feb 09 2013 - Category: Service Quality

Good customer service can lower consumers' financial-related stress and build their confidence in the financial system.

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Social Media May Be Preferred Customer Service Tool Among Consumers

Jan 31 2013 - Category: Service Quality

Social media accounts may help banks and credit unions provide more expedient customer service to customers and increase customer satisfaction.

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Nation's Largest Banks Trail Credit Unions In Customer Satisfaction

Dec 13 2012 - Category: Service Quality

The country's largest financial institutions carry significant membership numbers, offer a variety of complex retail and commercial banking products and maintain sizable assets and investments.

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Most Larger Institutions Restrict Checking Account Dispute Resolution Options

Nov 29 2012 - Category: Service Quality

Many Americans have experienced issues regarding their checking accounts in recent years, ranging from unexplained or excessive fees to questions about overdraft privilege protection programs.

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New IRS Rules May Make Mortgage Loan Processing Easier For Lenders, Consumers

Nov 28 2012 - Category: Service Quality

The mortgage application process can be arduous for both lenders and loan applicants.

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Consumers Still Face Difficulties Transferring Bank Accounts

Nov 01 2012 - Category: Service Quality

Fewer Americans are willing to sit idle when they experience significant discontent with their banks, and a large number show their dissatisfaction by switching to institutions that offer more affordable products.

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Social Media May Not Be An Ideal Conflict Resolution Tool

Sep 25 2012 - Category: Service Quality

Financial institutions of all sizes have adopted popular social media websites, such as Facebook and Twitter, as part of their marketing and sales strategies.

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Nebraska Credit Union Adopts Kiosk Technology To Reach Underbanked Americans

Jun 18 2012 - Category: Service Quality

Americans have different banking needs, with some requiring more services and programs than others.

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Big Banks Create Obstacles To Make It Harder For Consumers To Switch Banks

May 31 2012 - Category: Service Quality

Millions of consumers revolted against big banks in recent months and switched to smaller, consumer-friendly banks and credit unions to escape rising fees and deceptive practices.

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Customers Express Satisfaction With Bank Services

Apr 30 2012 - Category: Service Quality

Consumers have not kept their dissatisfaction with banks' renewed reliance on service fees a secret.

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New Study Shows Banks Need To Improve Customer Experiences

Apr 26 2012 - Category: Service Quality

Customer loyalty and retention are based largely on a customer's experience, and banks across the U.S. should focus on continuing to improve the latter, as evidenced by a recent study.

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Banks Focus More On Customer Service Features

Mar 02 2012 - Category: Service Quality

Recent studies show that a lot of thought goes into finding and sticking with the right bank, and many consumers are being more choosy about where they place their money.

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Mystery Shopping Reveals Customer Satisfaction Levels

Mar 01 2012 - Category: Service Quality

The use of social media websites, such as Facebook and Twitter, have become popular mediums for gauging customer sentiment and gathering useful feedback.

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Client-centric strategy to drive more banking customers

Feb 06 2012 - Category: Service Quality

Amid economic turmoil, new banking regulations and large institutions' new emphasis on fee income, banks and credit unions are seeking out new strategies that will best drive customer loyalty.

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