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Abstract
While customers' overall satisfaction with their banks has improved from 2014, satisfaction with mobile and ATM features has declined slightly, raising a red flag about retail banks' approach to technology, according to the recently released J.D. Power 2015 US Retail Banking Satisfaction Study. J.D. Power's research shows that Gen Z, the generation of young people born in the 1990s and later who are starting to enter adulthood, is creating new challenges and opportunities for retail banks of all sizes to acquire them as customers, build their loyalty, and capture a larger share of wallet as they age. The 10th annual customer satisfaction study is the longest-running and most in-depth survey of the retail banking industry, with more than 80,000 consumers evaluating various aspects of their banking experience. Overall satisfaction with retail banks has improved to 790, an increase of 5 points from 2014.