Customer service

Banks, credit unions slip in customer satisfaction survey


The latest report from the American Customer Satisfaction Index reported lower scores for both industries, with credit unions recording their lowest ranking since 2011.


Consumers are anxious. Credit unions can be a calming force.


The industry has an opportunity to build deeper relationships with members right now by communicating in a proactive and empathetic way.


How U.S. Bank, People's United use tech to predict customer needs


The two banks are among those deploying advanced analytics to give customers advice before they may even know they need it.


Membership growth, profitability anxieties top of mind for credit unions


Many sectors are concerned about making money in an economic downturn, but those fears are higher in the financial sector, according to a study from Arizent.


Banks are stepping up tech for people with disabilities


U.S. Bank and Regions revamped their apps with accessibility in mind; JPMorgan Chase built a branch for customers who are deaf. Such efforts can help banks appeal to more customers in existing markets.


Why sluggish mail delivery matters to banks


Late fees on loan payments and late-arriving documents tied to forbearance and loan forgiveness are just some examples of how delays caused by cutbacks at the U.S. Postal Service could affect lenders and their customers.


When customers contact Wells Fargo, AI system goes to work


An internally built system called Advanced Listening analyzes phone calls, emails, text messages and more, identifying possible compliance violations, systemic issues and opportunities to improve processes, products and customer service.


Government stimulus spending boosts Green Dot’s earnings


The prepaid card company benefited during the second quarter from payments that were designed to offset the pandemic’s impact on U.S. consumers.


Advice to debt collectors in pandemic times: Watch your language


Now perhaps more than ever, banks and their proxies need to show tact when communicating with past-due borrowers.


Frustrated by PPP, many small businesses are ditching their banks


Business owners are changing banks at three times normal levels, a trend researchers attribute to their difficulty in obtaining emergency loans. If the forgiveness stage of the Paycheck Protection Program proves arduous, that rate could climb much higher.