Study: Direct banks seeing some wavering of customer satisfaction

THE OVERALL SATISFACTION score for direct banks in J.D. Power's 2018 Direct Banking Satisfaction Survey is 863, on a 1,000-point scale, which is 57 points higher than the score for traditional retail banks. / COURTESY J.D. POWER
PROVIDENCE – Direct banks continue to outperform traditional retail banks in overall customer satisfaction, but these branchless institutions are showing some signs of vulnerability. Direct banks have no branch network, instead offering services remotely via online banking and telephone banking. They also may provide access via ATMs, mail and mobile. The 2018 U.S. Direct Banking…
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