Customer Satisfaction Drops As Bank Fees Increase

Customer Satisfaction Drops As Bank Fees Increase

November 20, 2014         Written By Bill Hardekopf

Customer satisfaction levels for banks are dropping due to rising fees, according to a report released this week from the American Customer Satisfaction Index.

Credit unions continue to rank best among the financial services providers with an ACSI score of 85 out of 100.

Customer satisfaction levels dropped 2.6% from last year. Smaller banks saw the greatest decline, down 4% from 80 to 76. Despite this rather significant decline, small banks still outrank large banks when it comes to customer satisfaction.

JPMorgan Chase Bank dropped 2.6% as well, reaching a score of 74. Citigroup, Wells Fargo and Bank of America all remained unchanged. Citigroup’s 74 is the highest score the bank has received since it was included in the ACSI, but it is below the standard for small banks and credit unions.

“A growing number of consumers are finding that the best way to avoid bank fees may be to avoid banks altogether,” said Claes Fornell, ACSI Chairman and founder.

Credit unions saw record-breaking growths in 2014, and the report said they continue to provide better fees and support for their customers.

The information contained within this article was accurate as of November 20, 2014. For up-to-date information on any of the terms, cards or offers mentioned above, visit the issuer's website. Many of the offers on this article are from our affiliate partners, and may be compensated if you take action with any of our affiliate partners.


About Bill Hardekopf

Bill Hardekopf is the CEO of and covers the credit card industry from all perspectives. Bill has been involved with personal finance for over 15 years. He is a frequent contributor to Forbes, The Street and The Christian Science Monitor.
View all posts by Bill Hardekopf