NEW YORK, Sept. 24, 2012
/PRNewswire/ -- 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.
www.google.com/insights/consumersurveys
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.
Press Contact:
Corporate Communications
The Harris Poll
212-539-9600
press@harrisinteractive.com
SOURCE Harris Interactive