Daily Finance reports that the American Customer Satisfaction Index survey was released today at the two biggest banks in the United States, Bank of America and JPMorgan Chase have “consumers giving both institutions the thumbs down.”
Dan Burrows says, “The reasons for the drops in satisfaction are pretty obvious, according to ACSI. Bank of America customers are suffering from the cost-cutting undertaken to offset higher-than-expected debt resulting from the Merrill Lynch acquisition. Meanwhile, JPMorgan Chase is having difficulties swallowing Washington Mutual — and it’s the customers who are getting indigestion.”
Learn more: Big Banks Get Thumbs Down on Customer Service
According to the MinnPost, some banks have turned to Twitter to help customer service. It points to this article at the USA Today which states that WellsFargo (Ask_WellsFargo) and Bank of America are just two of the banks jumping on the social media bandwagon to have better relationships with their customers.
Banking and social media may be a touchy subject. Although the banks are looking to develop a closer relationship with the customers, are mediums like Twitter the way to do it? What do you think?
Bank of America has taken a new approach to customer service–Twitter. The banking giant, now in a bit of hot water thanks to Merrill Lynch, has decided to reach out to the masses in with help in only “140 characters.” Many readers on Consumerist.com have reported quick help with the website, refunds in fees and cancellations. Check out the Twitter helper at: twitter.com/BofA_help