How Are You Helping Customers Avoid Problems with Fees?

Fee-related problems jeopardize customer loyalty. Banks that do not help their customers avoid fee problems risk losing future business.

Fee-related issues deter repeat customers

Proactive prevention of fee-related problems is ideal, as resolving such issues effectively does not fully restore satisfaction, advocacy, or loyalty to their pre-problem states.

According to data from the 2024 J.D. Power Retail Banking Satisfaction Study, “fees” are the top reason why customers consider switching banks.

• How are you helping customers avoid fee problems?
• How easy is it for them to find information?
• How well do they understand the tools available to help them avoid fees?

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