Financial Liaisons: Why Do Customers Fall in Love? Banks Have Discovered the Answer


Nikhil Behl

Banks Get Surprisingly Positive Reviews From Customers, According to New FICO Research Study

Due to the pandemic over the last 18 months, millions of Americans have been facing financial pressure and uncertainty. Financial institutions across the banking spectrum have had to adapt and respond in order to support their customers. These unprecedented circumstances raise an important question: Have banks been nimble and perceptive enough to broaden their scope and expand their capabilities to adequately respond to customers during this time of need?

FICO recently conducted a survey to gauge the impact of the global COVID epidemic on U.S. consumers and to see how effectively banks have been communicating with customers and responding to their needs. By analyzing the ways customers and banks communicated and reacted, we’re able to gain insight into the relationship between consumers and their lending institutions.

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