Customer satisfaction at banks goes down, again

Banks have enough problems these days, to which we can add one more. The latest J.D. Power survey has found that customer satisfaction with retail banks has fallen for the third straight year. TheStreet.com notes some of the losers: Citibank, Bank of America, Wells Fargo, and PNC. The main reason seems to be rising fees. Other reasons include long wait times, holdups when resolving problems and trouble accessing branches. Some customers may also resent banks for their role in the on-going mortgage meltdown. The results raise some long-term issues. While banks have been investing heavily in online services, the returns seem iffy at best. Most banks have come around to the idea that a bricks-and-clicks strategy is the way to go, but no one seems to have really cracked that nut yet.  

For more:
- here's the article from TheStreet.com

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