Banks continue to suffer image problems

The JD Power & Associates 2009 Retail Banking Satisfaction Study finds that the brand image of the nation's retail banks continues to decline. According...

The JD Power & Associates 2009 Retail Banking Satisfaction Study finds that the brand image of the nation's retail banks continues to decline. According to the survey, only 35% of customers are highly committed to their bank, down from 37% last year, and 41% in 2007.

The finding could mean trouble for the already troubled banking industry as committed customers are more likely to spread kind words about their banking institution. Customer perceptions and brand image are also down for a third year. The survey, conducted in January, is based on responses from 28,570 households.

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