Thank you for sharing!

Your article was successfully shared with the contacts you provided.

A new study from J.D. Power has found that direct banks outperform traditional ones in customer satisfaction and mobile experience, but they may be losing their luster — creating potential opportunities for branch-based credit unions and other financial institutions.

The survey of 2,709 customers found that overall satisfaction score for direct banks, which operate solely online and don’t have branches, was 57 points higher on a 1,000-point scale than for traditional branch-based retail banks. But the survey also found that the gap in satisfaction with the mobile experience is narrowing between direct and traditional banks, and less than half (43%) of the people who use direct banks consider them their primary banks.

Tina Orem

Dig Deeper

Credit Union Times

Join Credit Union Times

Don’t miss crucial strategic and tactical information necessary to run your institution and better serve your members. Join Credit Union Times now!

  • Free unlimited access to Credit Union Times' trusted and independent team of experts for extensive industry news, conference coverage, people features, statistical analysis, and regulation and technology updates.
  • Exclusive discounts on ALM and Credit Union Times events.
  • Access to other award-winning ALM websites including TreasuryandRisk.com and Law.com.

Already have an account? Sign In Now
Join Credit Union Times

Copyright © 2019 ALM Media Properties, LLC. All Rights Reserved.