Bank Customer Satisfaction Up — Because Customers Went to Small Banks

Its competitors, though, mostly saw declines. Wells Fargo dipped 3%, to 71; Citi fell 4%, to 70; and Bank of America slipped 3%, to 66, the lowest rate seen in the past decade. In fact, Bank of America is now the only major bank with a satisfaction rating below where it was before the recession.

Higher costs for borrowing and use of traditional banking services may weigh heavily on consumers’ minds, even as the economic recovery continues to put them in better personal financial positions. That improvement already led many to start leaning on credit cards and other types of financing more heavily in the last several months.

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