A series of studies by J.D. Power among bank and credit card mobile app and online users conducted in Canada revealed that a combination of increased financial stress on the part of consumers and lack of personalization in digital channels have driven year-over-year decreases in customer satisfaction across most digital channels evaluated.
Written by SAMIRA BALSARA
J.D. POWER IN THE NEWS
The company conducted four studies: the 2022 Canada Banking Mobile App Satisfaction Study, the 2022 Canada Online Banking Satisfaction Study, the 2022 Canada Credit Card Mobile App Satisfaction Study, and the 2022 Canada Online Credit Card Satisfaction Study, to track customer satisfaction with banking and credit card providers’ websites and mobile apps. The studies are based on responses from 8,267 retail bank and credit card customers nationwide and were fielded from February through April 2022.
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