ABA surveys reveals ‘highly favorable’ customer attitude towards banks

A recent study released by the American Bankers Association (ABA) has determined the vast majority of bank account holders have a highly favorable opinion of their banks’ services.

Results of a new survey conducted by Morning Consult on behalf of the ABA revealed nine in 10 survey participants rated their bank’s service and support as good, very good or excellent.

“America’s banks have embraced a customer-centric model that emphasizes streamlined and user-friendly experiences,” Nessa Feddis, the ABA’s senior vice president and deputy chief counsel for consumer protection and payments, said. “Industry innovations have made it easier than ever for consumers to manage their money and make payments. Banks’ hard work to meet and exceed customers’ expectations has had a clear impact.”

The poll was conducted from Aug. 24-26, 2017, among a national sample of 2,000 adults – with online interviews as data were weighted to approximate a target sample of adults based on age, race /ethnicity, gender, educational attainment, and region.

Officials said survey participants were asked to identify up to three attributes they value most about their bank. The top five responses including customer service, location, little or no fees, security of account and personal information and tech advancements such as mobile /online account access.

Results from the full survey have a margin of error of plus or minus 2 percentage points, ABA officials said.