Customer Satisfaction Falls at Big Banks Amid Staffing Challenges

American Banker, Dec. 16, 2021–Laura Alix (subscription)
Consumer financial health has steadily fallen since May, according to monthly field surveys that J.D. Power has conducted since the onset of the COVID-19 pandemic, said Paul McAdam, the company’s senior director of banking services. The decline has been driven largely by consumers’ concerns about adequate savings and creditworthiness, he said.