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Industries Served: Financial Services

Financial Services Research Resources

Publications
Check the publications you would like to download and click the button below.

	The Growing Gap in Satisfaction between Auto and Homeowners Insurance Management Discussion	View Details
	J.D. Power and Associates has measured customer satisfaction with auto and homeowners insurance for nearly a decade. During the early years of this period, customer satisfaction scores for the products paralleled each other closely. Given the high incidence of bundling these two products with the same company, such consistency is not surprising. However, in recent years, customer satisfaction scores have diverged.

	J.D. Power Insights for Banking: How American Express Connects with Consumers Special Report	View Details
	When customers rated the top providers in the 2008 J.D. Power and Associates Credit Card Satisfaction Study^SM, one company stood out from all the rest in a fiercely contested industry. American Express has been able to carve out a competitive advantage by focusing on and exceeding the expectations of one segment of credit card users, those looking for benefits and reward programs. This article explores how AmEx has responded to the desires of its customers by creating a palette of reward choices to suit specific needs.

	J.D. Power Insights for Banking: A Challenging, and Challenged Industry Special Report	View Details
	Small business owners are a challenging group of customers for banks. They have widely varying needs, expectations and demands—and they are much more difficult to satisfy than retail banking customers. That makes it hard for banks to streamline service delivery and deliver consistent satisfaction. This article, based on J.D. Power and Associates 2007 Small Business Banking Study^SM, contains key findings about how banks can improve their small business banking customers’ satisfaction.

	J.D. Power Insights for Banking: Community Banks vs. Regional/National Banks – How Do You Compete? Special Report	View Details
	This article draws from the 2008 Retail Banking Satisfaction Study^SM and explores the lines of distinction between community banks and regional/national banks. No matter how big or small the financial institution, competing at the local level—the customer level—is more than a trendy phase. There is power in being a part of the community—home grown, as it were— that has traditionally provided community banks with a competitive edge. Strong community ties, deep relationships with their customers, and much more personalized service are valuable differentiators, but the top performing large banking franchises are working effectively to close those gaps.

	J.D. Power Insights for Banking: Today’s Banking Environment Post 9/11 Special Report	View Details
	Retail banks thrive on confidence, stability and customer relationships. Today, all three of those elements are increasingly shaky. Every poll shows that consumers believe that the United States and its economy are moving in the wrong direction. This article discusses the challenges financial institutions are facing with balancing customer satisfaction while trying to reduce expenses and exposure.

	J.D. Power Insights for Investment Services: Discouraging the Itch to Switch Special Report	View Details
	There are few things more demoralizing than watching a customer walk away and turn to a competitor. Each lost client is tremendously expensive, taking away revenue and increasing your overall costs. This is particularly true in the financial services industry, where attracting new investors is an expensive proposition. J.D. Power and Associates 2008 Full Service Investor Satisfaction Study takes a close look at investors who change investment companies—switchers—and uncovers some revealing details about this difficult customer set.

	J.D. Power Insights for Investment Services: Getting Beyond Investment Performance: Satisfying Investors in a Down Market Special Report	View Details
	When the economy is humming along and markets are rising, the relationship financial advisors and brokers create with their investor customers is the crucial component of customer satisfaction. In a challenged financial environment like today’s, a different factor commands top billing—investment performance. Now in its sixth year, the Full Service Investor Satisfaction Study measures overall investor satisfaction based on six factors (in order of importance): investment performance; financial advisor/broker; commissions and fees; account setup/account offerings; convenience; and account statements.

	Community Banking Customer Experience Report White Paper	View Details
	This report summarizes key findings and observations on how community banks perform in customer satisfaction against large national/regional banks and poses questions community banks need to ask themselves as they compete for consumers’ banking business.

	"Power Path" Retail Banking Study Brochure Brochure	View Details
	J.D. Power offers benchmark solutions that fit your information requirements—from general retail banking industry findings on customer satisfaction to specific data from customers in your market. The path to improved customer satisfaction begins with J.D. Power and Associates valuable information and insights.

	CFS Management Discussion Management Discussion	View Details
	The 2007 Consumer Financing Satisfaction Study measures customer satisfaction with the new-vehicle financing process by examining four factors: provider offering, application/approval process, payment/billing process and customer contact experience. The study is based on responses from 24,163 consumers who financed their new vehicle in the previous five to seven months.

	The Single-Question Trap: The Limitations of Net Promoter in Predicting Financial Performance White Paper	View Details
	This white paper examines the strengths and limitations of the Net Promoter concept from a practitioners’ perspective. Using customer data from J.D. Power and Associates syndicated studies, the findings validate and extend earlier findings of Morgan and Rego (2006).

Webcast Presentations
Check the presentation you would like to download and click the button below.

	Call Center Strategies for Excellence Webcast Webcast Presentation	View Details
	This complimentary webcast shares lessons learned and practical steps for improvement based on working with the top performing call centers across the 20+ industries we serve. It also provides information about J.D. Power’s Call Center Performance programs designed to help organizations improve their call centers.

	2008 Primary Mortgage Origination Satisfaction Study Webcast Presentation	View Details
	This webcast examines the drivers of customer satisfaction in the mortgage origination process profiling mortgage lenders in the dominant factors that impact customer satisfaction as well as the behavior among consumers who originated their loan in the last twelve months (July 2007 to June 2008).

	2008 Primary Mortgage Servicer Post-Release Webcast Webcast Presentation	View Details
	This study measures a customer's commitment to their primary home mortgage service provider, revealing high level findings from the 2008 study.

	2008 Financial Advisor Satisfaction Webcast Webcast Presentation	View Details
	This webcast presents the 2008 Financial Advisor Satisfaction Study. This study helps investment firms understand how effectively they are servicing their affiliated advisors.

	Improving the Community Banking Experience Webcast Presentation	View Details
	This presentation reveals industry level findings from our 2008 Retail Banking Study covering six critical factors of the customer experience. It covers how community banks perform against large banks in satisfying customers. It also includes details on how your institution can participate in the next annual study and receive specific information that will help you improve your competitive position.

	2008 Retail Banking Mystery Shopping Webcast Presentation	View Details
	This presentation reveals industry level findings from the 2008 Retail Banking Mystery Shopping Report and how banks in the Mid-Atlantic and Southeast regions of the U.S. can compare their performance with the competition as well as how to better understand the execution of operational details not easily understood through traditional surveys.

	"Beyond Monitoring: Understanding Your Consumers through Social Media" Recorded Webcast Presentation Webcast Presentation	View Details
	This recorded webcast presentation introduces you to the latest developments in Social Media Analysis, using case studies to illustrate how companies are tapping into an enormous pool of unbiased opinion to inform product development, refine messaging, measure the effectiveness of marketing campaigns, and gain competitive intelligence.

	Beyond Monitoring: Understanding Your Consumers through Social Media Webcast Presentation	View Details
	This presentation introduces you to the latest developments in Social Media Analysis, using case studies to illustrate how companies are tapping into an enormous pool of unbiased opinion to inform product development, refine messaging, measure the effectiveness of marketing campaigns, and gain competitive intelligence.

	Improve Market Share, Profits, and Close Ratios in a Tough Market Webcast Presentation	View Details
	This presentation discusses how automotive retail sales are at their lowest point since the early 90’s. This combined with the general turmoil in today’s market finds indirect auto lenders competing for survival. If you plan on remaining in the indirect automotive finance industry, you need to make every deal count. The key is understanding precisely why you lost the new and used car deals to your competition and fixing the problem before its too late.

	2008 Credit Card Satisfaction Study Preview Webcast Presentation	View Details
	This presentation previews the J.D. Power and Associates 2008 Credit Card Satisfaction Study. This study provides information that helps credit card issuers understand the level of satisfaction consumers have with their primary credit card companies.

	2008 Small Business Banking Study Update Webcast Presentation	View Details
	This webcast briefly previews the 2008 Small Business Banking Satisfaction Study. This study examines customer satisfaction with small business banking customers providing valuable insight to industry executives who are driven to improve performance. This presentation covers changes to the study’s questionnaire, study content, and key study dates.

	2008 Full Service Investor Satisfaction Study Preview Webcast Presentation	View Details
	This webcast will preview the 2008 Full Service Investor Satisfaction Study. This study assists the investment community in better understanding the needs, expectations, and desires of today’s investors.

	2008 HELOC Origination Satisfaction Study Preview Webcast Presentation	View Details
	This webcast will preview the J.D. Power and Associates 2008 HELOC Origination Study. This study provides benchmarking information for leading lenders of second mortgages and lines of credit.

	2008 Retail Banking Satisfaction Study Preview Webcast Presentation	View Details
	This webcast will preview the J.D. Power and Associates 2008 Retail Banking Satisfaction Study. This study explores the measurement of a customer's commitment to their primary financial institution and provides critical benchmarking information for numerous banks across the US.

Conferences
Check the conference presentations you would like to download and click the button below.

	NAF Association’s Non-Prime Auto Financing Conference Presentation by Richard Howse Conference	View Details
	Richard Howse, Senior Director of the Auto Finance Practice at J.D. Power and Associates presents on Full Spectrum Lending at NAF Association’s 12th Annual Conference.

	CBA’s National Automobile Finance Conference Presentation by Richard Howse Conference	View Details
	How different are the new vehicle auto contracts negotiated by direct channel customers from the contracts negotiated by indirect channel customers (based on types of vehicles purchased, rates negotiated, term of contract, contract value, etc.)? Are direct channel customers more or less satisfied with the lending experience than indirect customers? Are direct customers more loyal to their lender than indirect customers? These questions will be analyzed as part of this session to better understand the similarities and differences that exist between these customer channels. Presentation by Richard Howse, Senior Director of the Auto Finance Practice at J.D. Power and Associates.

	MBA’s National Mortgage Servicing Conference and Expo 2008 Presentation by Tim Ryan Conference	View Details
	Presentation by Tim Ryan, Senior Director of the Mortgage Practice at J.D. Power and Associates

Press Releases

Banking	2007 Small Business Banking Satisfaction Study
	2008 Credit Card Satisfaction Study
	2008 Retail Banking Satisfaction Study

Mortgage	2007 HELOC Servicer Satisfaction Study
	2008 Primary Mortgage Servicer Satisfaction Study
	2008 HELOC Origination Satisfaction Study
	2007 Primary Mortgage Origination Satisfaction Study

Investment Services	2007 Online Investor Satisfaction Study
	2008 Full Service Investor Satisfaction Study
	2007 Financial Advisor Satisfaction Study

Automotive Finance	2008 Dealer Financing Satisfaction Study
	2007 Consumer Financing Satisfaction Study

Press Release Archive - Finance

Brochures

Financial Services Products and Services (pdf)
Investment Services Research and Solutions (pdf)

Banking	2008 Retail Banking Satisfaction Study (pdf)
	2008 Small Business Banking Satisfaction Study (pdf)
	2008 Credit Card Satisfaction Study (pdf)
	2008 Retail Banking Mystery Shopping Report (pdf)

Mortgage	2008 Primary Mortgage Servicer Study (pdf)
	2008 Home Equity Line/Loan Origination Study (pdf)
	2008 Primary Mortgage Origination Study (pdf)
	2007 Home Equity Line/Loan Servicer Study (pdf)

Investment Services	2008 Financial Advisor Satisfaction Study (pdf)
	2008 Full Service Investor Satisfaction Study (pdf)
	2007 Online Investor Satisfaction Study (pdf)

Automotive Finance	2008 Dealer Financing Satisfaction Study (pdf)
	2007 Consumer Financing Satisfaction Study (pdf)
	Lost Sales Analysis: Your Path to an Improved Profits and Close Ratio (pdf)

Videos

Banking	2007 Small Business Banking Satisfaction Study
	2008 Credit Card Satisfaction Study
	2008 Retail Banking Satisfaction Study

Mortgage	2007 HELOC Servicer Satisfaction Study
	2007 Primary Mortgage Servicer Study
	2008 Home Equity Line/Loan Origination Study

Investment Services	2007 Financial Advisor Satisfaction Study
	2008 Full Service Investor Satisfaction Study
	2006 Online Investor Satisfaction Study

What does J.D. Power and Associates do?

J.D. Power and Associates:

• Conducts research and offers consulting and performance improvement services that are used by a variety of industries to improve product quality and customer satisfaction.

• Bases research solely on responses from millions of consumers and business customers worldwide.

• Conducts the research and publicly announces the results.

• Offers analysis based on consumer feedback to product and service providers to help them improve their businesses.

• Does not publish or incorporate the opinions of J.D. Power and Associates in rankings.

• Presents nationally syndicated studies that serve as industry benchmarks for measuring and tracking quality and customer satisfaction.

Visit the J.D. Power Consumer Site Search J.D. Power Press Releases

Industries Served: Financial Services

Financial Services Research Resources

What does J.D. Power and Associates do?

Visit the J.D. Power Consumer Site
Search J.D. Power Press Releases