Paul McAdam

Paul McAdam

Paul McAdam is a Senior Director, Regional Banking in the Financial Services Practice at J.D. Power. He is responsible for syndicated and proprietary studies in the banking industry, including the U.S. Retail Banking Satisfaction Study; Canadian Retail Banking Satisfaction Study; Small Business Banking Satisfaction Study; and Credit Card Satisfaction Study. He also works with clients to help them gain a better understanding of how to improve the customer experience, with a particular emphasis on the regional banking segment. Mr. McAdam has more than 25 years of experience in banking and professional services. He has led dozens of research programs that have enabled leading U.S. banks and global financial technology companies to quantify market demand and measure customer experience. Prior to joining J.D. Power in 2016, Mr. McAdam was senior vice president of strategic thought leadership at Fidelity Information Services (FIS). There, he led a team that conducted domestic and global primary research of consumer expectations of banking providers. His team also published the corporation’s thought leadership magazine, which was delivered to more than 50,000 clients globally. His work at FIS touched retail and small business banking, wealth management, mobile financial services and emerging payments systems. Before FIS, Mr. McAdam was a Partner with eCom Advisors, a strategy consulting firm focused on helping clients optimize the delivery of banking and payment solutions through digital channels. Previously, he was with BAI, a Chicago-based professional association that provides research and training services to banking companies. His key role at BAI was managing director of research, where he led a team that launched retail and small business banking benchmarking programs that served 37 of the top 50 U.S. banks. He also served as editor-in-chief of Banking Strategies magazine. He began his career in financial services in retail bank branch management and customer service call center management at Household International. Mr. McAdam received a bachelor’s degree in economics from Augustana College in Rock Island, Illinois, and an MBA from DePaul University in Chicago.

Posts by Paul McAdam

From the Vault: High Marks for Digitally Oriented Banks as Americans’ Financial Health Shaken During Pandemic

As the country moves into recovery and we prepare to share the results of the inaugural 2021 J.D. Power Financial Health and Advice Study on June 16, 2021, we wanted to share insights around the state of Americans' financial health amid the pandemic published last October.

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U.S. Retail Banks Nail Transition to Digital during Pandemic

The nation’s retail banks have successfully navigated an historic transformation in which a record 41% of customers are now digital-only and although 24% of customers say they are worse off financially, overall customer satisfaction has increased. According to the J.D. Power 2021 U.S. …

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Switching Banks can be Hard but Here's 6 Reasons to do it Anyway

J.D. Power's Banking Intelligence team shared some switching data and perspectives with Forbes in a piece titled "6 Reasons To Break Up With Your Bank".

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Small Business Satisfaction with Merchant Services Providers Declines amid COVID-Related Struggles

J.D. Power U.S. Merchant Services Satisfaction Study

The rankings and key findings of the 2021 J.D. Power U.S. Merchant Services Satisfaction Study have been released via a national press release. Continue reading below to learn more. Read the full press release to find out which brand ranks highest in small business customer satisfacti …

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Solution Highlight: Payments Platform – Merchant Services

J.D. Power Merchant Services Study

Merchant services providers are locked in a competitive battle to become small businesses’ preferred means of accepting credit card and mobile payments. The speed of change in this marketplace is constantly compressing the decision-making timeframe. This necessitates unbiased research …

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How the 8 Largest U.S. Banks Measured Up on Satisfaction in 2020

Bill Streeter, Editor at The Financial Brand interviewed Paul McAdam, Senior Director of Banking Intelligence at J.D. Power to discuss key findings of the latest edition of the J.D. Power National Bank Satisfaction Study.

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