Chase Bank Receives Top Marks in Customer Satisfaction in Study Delivered Within the Harris Poll and Google Consumer Surveys Platform
New Harris Poll benchmark study measures customer satisfaction ratings for Chase Bank, Wells Fargo Bank, Bank of America and Citibank; reveals that trust in Chase Bank remains stable
NEW YORK, NY, September 24, 2012- Despite recent news of JPMorgan Chase's trading losses and earnings restatement, Chase Bank customers report that their perception and trust in the national bank remain stable. Only 15% of Chase Bank customers report that they have heard or read information about Chase's earnings woes in the news and of those that are aware of them, on average their perception and trust of Chase Bank remains neutral. These are among the study findings released today within the Harris Poll and Google Consumer Surveys platform - the first in a series of ongoing Harris Poll benchmark studies.
The study also shows that U.S. national banks continue to evoke customer satisfaction and loyalty, even while consumers remain neutral on the value they receive for the money spent on banking fees. In fact, Chase Bank received the highest overall customer satisfaction rating in the study, with nearly six in ten (59%) Chase Bank customers giving the bank a "satisfied" to "extremely satisfied" rating in overall satisfaction. This compares to Citibank (55%), Bank of America (48%) and Wells Fargo Bank (47%).
One key influence of customer satisfaction is the experience with banking associates, showing that personal service really does matter. When rating the satisfaction of their most recent experience with a banking associate, 25% of Chase Bank customers were "extremely satisfied," compared to Wells Fargo Bank (22%), Bank of America (19%) and Citibank (12%). Comprising Chase Bank customers' satisfaction with their most recent experience with a bank associate, approximately one in four Chase Bank customers were "extremely satisfied" with their bank associate's friendliness (26%), product and service knowledge (27%), willingness to help (30%) and professionalism (24%).
"With this Harris Poll benchmark study finding that a majority of Chase Bank customers are satisfied, we look to celebrate their leadership in customer satisfaction in retail banking," said Michael de Vere, President of the Harris Poll. "Even so, all of the national banks need to keep their eyes on the regional banks and credit unions that have a distinct opportunity to attract customers based on their overall attitudes towards banking value. The data shows that customers do not have strong opinions on the value they are receiving from their bank, which presents significant opportunity for financial institutions that can deliver high perceived value to their customers."
The inaugural Harris Poll Customer Satisfaction Study within the Harris Poll and Google Consumer Surveys platform that covers retail banking was conducted in early September. There were over 300 responses per question and results were weighted by age, gender and region. Complete benchmark results of the study are accessible, free of charge, by visiting www.google.com/insights/consumersurveys/harrispoll/banking.
Additional financial institutions that wish to collect and compare their customer satisfaction ratings with this banking industry benchmark are able to run the same survey within the cost effective, self-service Harris Poll and Google Consumer Surveys platform. Results are fast, affordable and accurate. Findings are delivered in near instant, Google-powered reports, charts and insights and typically cost up to one tenth the cost of traditional custom research.
About the Harris Poll and Google Consumer Surveys Platform
The Harris Poll and Google Consumer Surveys have partnered to develop and bring to market a new choice for consumers of market research. On an ongoing basis, industry benchmarks will be collected and delivered, free of charge, within the Harris Poll and Google Consumer Surveys platform. Through the Harris Poll and Google Consumer Surveys platform, businesses, both large and small, are able to then compare themselves to these industry benchmarks at a fraction of the cost of traditional market research.
About Google Consumer Surveys
Google Consumer Surveys, part of Google Inc. (NASDAQ: GOOG), is a fast, accurate, and affordable way to do quantitative market research online. Google Consumer Surveys takes a new approach to survey sampling, data collection and post-stratification weighting. People browsing the web come across your questions when they try to access premium content like news articles or videos. Questions run across sites in our diverse publisher network in order to get the necessary respondents. Publishers-online news sites, video creators, and app developers-make money as site visitors provide answers. Google automatically aggregates and analyzes responses, providing the data back to you through a simple online interface.
About the Harris Poll
The Harris Poll, part of Harris Interactive Inc. (NASDAQ: HPOL), is one of the longest running and most respected barometers of public opinion in the United States. It has become synonymous with marketplace credibility and is widely accepted as a trusted source of accurate information for businesses, consumers and the media alike. The Harris Poll's reputation, quality, and compelling content from opinion polling as well as multi-client studies make better media coverage and wider reach possible. For more information, please visit www.theharrispoll.com.
About Harris Interactive
Harris Interactive is one of the world's leading market research firms, leveraging research, technology, and business acumen to transform relevant insight into actionable foresight. Known widely for the Harris Poll® and for pioneering innovative research methodologies, Harris offers proprietary solutions in the areas of market and customer insight, corporate brand and reputation strategy, and marketing, advertising, public relations and communications research. Harris possesses expertise in a wide range of industries including healthcare, technology, public affairs, energy, telecommunications, financial services, insurance, media, retail, restaurant, and consumer package goods. Additionally, Harris has a portfolio of multi-client offerings that complement our custom solutions while maximizing our client's research investment. Serving clients in more than 215 countries and territories through our North American and European offices, Harris specializes in delivering research solutions that help us - and our clients - stay ahead of what's next. For more information, please visit www.harrisinteractive.com.