News Topic: JD Power
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Cardholder confusion could force issuers to simplify rewards
A J.D. Power official says supplemental benefits — many centered on travel cards — need to be pared down. His comments followed the company’s release of survey data that showed these hard-to-understand benefits were a drag on customer satisfaction. ... Read full article
Banks fall short in providing financial advice consumers want: Survey
One problem is that banks are shifting to online and mobile channels for delivering advice, which is inferior to in-person communications, according to a recent survey conducted by J.D. Power. ... Read full article
Digital mortgages advancing, but borrowers still want more speed
Despite digital mortgage advances, borrowers think it still takes too long to get a loan, J.D. Power finds in its annual customer satisfaction ranking of originators. ... Read full article
Human touch, shmuman touch: Consumers love direct banks
Consumers are giving branchless banks far higher satisfaction ratings than traditional banks because of higher rates, fewer fees and better functionality, a J.D. Power study finds. ... Read full article
Customer confusion about what banks are selling is … really confusing
J.D. Power was so puzzled upon surveying customer attitudes about bank sales practices after the Wells Fargo debacle that it delayed its report and re-interviewed respondents. Here was the (sort of) explanation. ... Read full article