ForeSee Results / Forbes.com Online Financial Services Study 2010

Download a free copy of the ForeSee Results / Forbes.com Online Financial Services Study 2010, and find out more about why customer satisfaction for banks and credit unions is down this year. The study, done using the scientific methodology of the American Customer Satisfaction Index (ACSI), shows the powerful role the web can play in driving loyalty and share of wallet.

Key findings include:

  • Credit unions outperform banks of all sizes in building loyalty, generating share of wallet and encouraging cost savings through the web channel
  • Highly satisfied online financial services customers are significantly more likely than dissatisfied ones to buy more services, remain customers of the institution and use the cost-efficient website
  • Banks, credit card companies and investment services firms each have opportunities to improve specific aspects of their websites to build more satisfaction and loyalty

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