Chase Bank Receives Top Marks in Customer Satisfaction in Study Delivered Within the Harris Poll and Google Consumer Surveys

  Chase Bank Receives Top Marks in Customer Satisfaction in Study Delivered
         Within the Harris Poll and Google Consumer Surveys Platform

New Harris Poll benchmark study measures customer satisfaction ratings for
Chase Bank, Wells Fargo Bank, Bank of America and Citibank; reveals that trust
in Chase Bank remains stable

PR Newswire

NEW YORK, Sept. 24, 2012

NEW YORK, Sept. 24, 2012 /PRNewswire/ -- Despite recent news of JPMorgan
Chase's trading losses and earnings restatement, Chase Bank customers report
that their perception and trust in the national bank remain stable. Only 15%
of Chase Bank customers report that they have heard or read information about
Chase's earnings woes in the news and of those that are aware of them, on
average their perception and trust of Chase Bank remains neutral.  These are
among the study findings released today within the Harris Poll and Google
Consumer Surveys platform – the first in a series of ongoing Harris Poll
benchmark studies.

The study also shows that U.S. national banks continue to evoke customer
satisfaction and loyalty, even while consumers remain neutral on the value
they receive for the money spent on banking fees. In fact, Chase Bank received
the highest overall customer satisfaction rating in the study, with nearly six
in ten (59%) Chase Bank customers giving the bank a "satisfied" to "extremely
satisfied" rating in overall satisfaction. This compares to Citibank (55%),
Bank of America (48%) and Wells Fargo Bank (47%).

One key influence of customer satisfaction is the experience with banking
associates, showing that personal service really does matter. When rating the
satisfaction of their most recent experience with a banking associate, 25% of
Chase Bank customers were "extremely satisfied," compared to Wells Fargo Bank
(22%), Bank of America (19%) and Citibank (12%). Comprising Chase Bank
customers' satisfaction with their most recent experience with a bank
associate, approximately one in four Chase Bank customers were "extremely
satisfied" with their bank associate's friendliness (26%), product and service
knowledge (27%), willingness to help (30%) and professionalism (24%).

"With this Harris Poll benchmark study finding that a majority of Chase Bank
customers are satisfied, we look to celebrate their leadership in customer
satisfaction in retail banking," said Michael de Vere, President of the Harris
Poll. "Even so, all of the national banks need to keep their eyes on the
regional banks and credit unions that have a distinct opportunity to attract
customers based on their overall attitudes towards banking value. The data
shows that customers do not have strong opinions on the value they are
receiving from their bank, which presents significant opportunity for
financial institutions that can deliver high perceived value to their
customers."

The inaugural Harris Poll Customer Satisfaction Study within the Harris Poll
and Google Consumer Surveys platform that covers retail banking was conducted
in early September. There were over 300 responses per question and results
were weighted by age, gender and region. Complete benchmark results of the
study are accessible, free of charge, by visiting
www.google.com/insights/consumersurveys/harrispoll/banking.

Additional financial institutions that wish to collect and compare their
customer satisfaction ratings with this banking industry benchmark are able to
run the same survey within the cost effective, self-service Harris Poll and
Google Consumer Surveys platform. Results are fast, affordable and accurate.
Findings are delivered in near instant, Google-powered reports, charts and
insights and typically cost up to one tenth the cost of traditional custom
research.

About the Harris Poll and Google Consumer Surveys Platform
The Harris Poll and Google Consumer Surveys have partnered to develop and
bring to market a new choice for consumers of market research. On an ongoing
basis, industry benchmarks will be collected and delivered, free of charge,
within the Harris Poll and Google Consumer Surveys platform. Through the
Harris Poll and Google Consumer Surveys platform, businesses, both large and
small, are able to then compare themselves to these industry benchmarks at a
fraction of the cost of traditional market research.

About Google Consumer Surveys
Google Consumer Surveys, part of Google Inc. (NASDAQ: GOOG), is a fast,
accurate, and affordable way to do quantitative market research online. Google
Consumer Surveys takes a new approach to survey sampling, data collection and
post-stratification weighting. People browsing the web come across your
questions when they try to access premium content like news articles or
videos. Questions run across sites in our diverse publisher network in order
to get the necessary respondents. Publishers—online news sites, video
creators, and app developers—make money as site visitors provide answers.
Google automatically aggregates and analyzes responses, providing the data
back to you through a simple online interface.  
www.google.com/insights/consumersurveys

About the Harris Poll
The Harris Poll, part of Harris Interactive Inc. (NASDAQ: HPOL), is one of the
longest running and most respected barometers of public opinion in the United
States. It has become synonymous with marketplace credibility and is widely
accepted as a trusted source of accurate information for businesses, consumers
and the media alike. The Harris Poll's reputation, quality, and compelling
content from opinion polling as well as multi-client studies make better media
coverage and wider reach possible. For more information, please visit
www.theharrispoll.com.

About Harris Interactive
Harris Interactive is one of the world's leading market research firms,
leveraging research, technology, and business acumen to transform relevant
insight into actionable foresight. Known widely for the Harris Poll® and for
pioneering innovative research methodologies, Harris offers proprietary
solutions in the areas of market and customer insight, corporate brand and
reputation strategy, and marketing, advertising, public relations and
communications research. Harris possesses expertise in a wide range of
industries including healthcare, technology, public affairs, energy,
telecommunications, financial services, insurance, media, retail, restaurant,
and consumer package goods. Additionally, Harris has a portfolio of
multi-client offerings that complement our custom solutions while maximizing
our client's research investment. Serving clients in more than 215 countries
and territories through our North American and European offices, Harris
specializes in delivering research solutions that help us - and our clients -
stay ahead of what's next. For more information, please visit
www.harrisinteractive.com.

Press Contact: 
Corporate Communications
The Harris Poll
212-539-9600
press@harrisinteractive.com

 

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