Survey: Positive branch and ATM experiences help mitigate fee woes

04/19/2012 | AmericanBanker.com (subscription required)

Satisfaction with branches and ATM experiences has helped take the sting out of customer unhappiness over bank fees, according to a J.D. Power and Associates survey. The company found that overall customer satisfaction with banks held steady with last year's results, while satisfaction with bank fees slipped. "No one's surprised about the decline in satisfaction on fees," said Michel Beird of J.D. Power. "What I took away as a surprise was that the industry overall improved in the in-person interaction, the branch experience and the ATM experience" scores.

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