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Retail Banks Face Major Customer Satisfaction Challenge as World Shifts to Digital-Only Engagement, J.D. Power Finds

  • By JD Power
  • Posted on April 30, 2020

As the world becomes increasingly more digitally dependent, it’s no surprise that our industry is following suit. We’ll always rely heavily on personal service and in-person interactions with our customers; however, we are proud to offer digital banking solutions that our customers can turn to at any time, in any place.

J.D. Power’s 2020 U.S. Retail Banking Satisfaction Study SM once again found that the happiest customers still enjoy visiting physical bank branches, meanwhile digital-only customers are the unhappiest. And with the COVID-19 pandemic forcing lobbies to close, banks have a huge challenge ahead with helping branch dependent customers transition to digital tools.

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