Table of Contents
- Scope and Themes
- What you need to know
- Scope of this report
- Methodology
- Abbreviations and terms
- Executive Summary
- Who is the financial services consumer?
- Banks
- Credit Unions
- Mutual fund companies and brokerage firms
- Insurance companies
- Mortgage companies
- Perceptions of individual FS companies
- Banks
- Insurance
- Brokerage firms and mutual fund companies
- Mortgage companies
- Customer satisfaction
- Banks
- Insurance
- Mutual fund companies and brokerage firms
- Mortgage companies
- Perception of Competitive Attributes for Types of Financial Service Firms
- Key points
- Brokerage firms
- Figure 2: Perception of competitive attributes, brokerage firms, by
gender and age, January 2008
- Mutual fund companies
- Figure 3: Perception of competitive attributes, mutual fund companies,
by gender and age, January 2008
- Insurance companies
- Figure 4: Perception of competitive attributes, insurance companies, by
gender and age, January 2008
- Banks
- Figure 5: Perception of competitive attributes, banks, by gender and
age, January 2008
- Credit unions
- Figure 6: Perception of competitive attributes, credit unions, by gender
and age, January 2008
- Mortgage companies
- Figure 7: Perception of competitive attributes, mortgage companies, by
gender and age, January 2008
- Perception of Reputation for Types of Financial Services Firms
- Key points
- Brokerage firms
- Figure 8: Perception of reputation, brokerage firms, by gender and age,
January 2008
- Mutual fund companies
- Figure 9: Perception of reputation, mutual fund company, by gender and
age, January 2008
- Insurance companies
- Figure 10: Perception of reputation, insurance companies, by gender and
age, January 2008
- Banks
- Figure 11: Perception of reputation, banks, by gender and age, January
2008
- Credit unions
- Figure 12: Perception of reputation, credit unions, by gender and age,
January 2008
- Mortgage companies
- Figure 13: Perception of reputation, mortgage companies, by gender and
age, January 2008
- Trust, Responsiveness, and Anticipating Needs By Type of Financial
Services Firm
- Key points
- Banks
- Figure 14: Respondents with bank accounts, other attributes, by gender
and age, January 2008
- Credit unions
- Figure 15: Respondents with credit union accounts, other attributes, by
gender and age, January 2008
- Insurance companies
- Figure 16: Respondents with insurance policy, other attributes, by
gender and age, January 2008
- Mortgage companies
- Figure 17: Respondents with mortgage, other attributes, by gender and
age, January 2008
- Mutual fund companies
- Figure 18: Respondents with mutual funds, other attributes, by gender
and age, January 2008
- Brokerage firms
- Figure 19: Respondents with relationship with brokerage firm, other
attributes, by gender and age, January 2008
- Brand Perceptions -- Banks
- Bank of America
- Figure 20: Bank of America -- brand attributes, January 2008
- Bank of America -- TV advertising and brand image
- Figure 21: Bank of America
- Figure 22: Bank of America Mobile
- JPMorgan Chase
- Figure 23: Chase -- brand attributes, January 2008
- JPMorgan Chase -- TV advertising and brand image
- Figure 24: Chase
- Figure 25: Chase 2
- Figure 26: Chase Freedom
- Citibank
- Figure 27: Citibank -- brand attributes, January 2008
- Citibank -- TV advertising and brand image
- Figure 28: Citibank citicard
- Wells Fargo
- Figure 29: Wells Fargo -- brand attributes, January 2008
- Wells Fargo -- TV advertising and brand image
- Wachovia
- Figure 30: Wachovia -- brand attributes, January 2008
- Wachovia -- TV advertising and brand image
- Washington Mutual
- Figure 31: Washington Mutual -- brand attributes, January 2008
- Washington Mutual -- TV advertising and brand image
- HSBC
- Figure 32: HSBC -- brand attributes, January 2008
- HSBC -- TV advertising and brand image
- U.S. Bank
- Figure 33: U.S. Bank -- brand attributes, January 2008
- U.S. Bank -- TV advertising and brand image
- SunTrust
- Figure 34: SunTrust -- brand attributes, January 2008
- National City
- Figure 35: National City Bank -- brand attributes, January 2008
- National City -- TV advertising and brand image
- Brand Perceptions -- Insurance Companies
- State Farm
- Figure 36: State Farm Insurance -- brand attributes, January 2008
- State Farm -- TV advertising and brand image
- Figure 37: State Farm
- Figure 38: State Farm 2
- Allstate
- Figure 39: Allstate Insurance -- brand attributes, January 2008
- Allstate -- TV advertising and brand image
- Figure 40: Allstate InsuranceFigure 41: Allstate Motor Insurance
- USAA
- Figure 42: USAA -- brand attributes, January 2008
- Brand Perceptions -- Brokerage Firms and Mutual Fund Companies
- Merrill Lynch
- Figure 43: Merrill Lynch -- brand attributes, January 2008
- Merrill Lynch -- TV advertising and brand image
- Charles Schwab
- Figure 45: Charles Schwab -- brand attributes, January 2008
- Charles Schwab -- TV advertising and brand image
- Figure 46: Charles Schwab Investments
- Fidelity
- Figure 47: Fidelity -- brand attributes, January 2008
- Fidelity -- TV advertising and brand image
- Figure 48: Fidelity Investments
- Salomon Smith Barney
- Figure 49: Salomon Smith Barney -- brand attributes, January 2008
- Vanguard
- Figure 50: Vanguard -- brand attributes, January 2008
- Brand Perceptions-- Mortgage Companies
- Figure 51: Countrywide Mortgage -- brand attributes, January 2008
- Customer Satisfaction -- Banks
- Satisfaction among leading banks by service quality
- Figure 52: Customer satisfaction and brand attributes -- overall,
January 2008
- Bank of America
- Figure 53: Customer satisfaction and brand attributes -- Bank of
America, January 2008
- Chase
- Figure 54: Customer satisfaction and brand attributes -- Chase, January
2008
- Citibank
- Figure 55: Customer satisfaction and brand attributes -- Citibank,
January 2008
- Wells Fargo
- Figure 56: Customer satisfaction and brand attributes -- Wells Fargo,
January 2008
- WaMu
- Figure 57: Customer satisfaction and brand attributes -- Washington
Mutual, January 2008
- HSBC
- Figure 58: Customer satisfaction and brand attributes -- HSBC, January
2008
- Wachovia
- Figure 59: Customer satisfaction and brand attributes -- Wachovia,
January 2008
- Customer Satisfaction -- Insurance Companies
- State Farm
- Figure 60: Customer satisfaction and brand attributes -- State Farm
Insurance, January 2008
- Allstate
- Figure 61: Customer satisfaction and brand attributes -- Allstate,
January 2008
- Customer Satisfaction -- Mutual Fund Companies and Brokerage Firms
- Fidelity
- Figure 62: Customer satisfaction and brand attributes -- Fidelity,
January 2008
- Merrill Lynch
- Figure 63: Customer satisfaction and brand attributes -- Merrill Lynch,
January 2008
- Vanguard
- Figure 64: Customer satisfaction and brand attributes -- Vanguard,
January 2008
- Customer Satisfaction -- Mortgage Companies
- Countrywide
- Figure 65: Customer satisfaction and brand attributes -- Countrywide
Mortgage, January 2008
- Innovation and Innovators
- Higher-level benefits
- Bank of America
- Outlandish plots
- Geico
- Capital One
- WaMu
- Clarity of advertising and message
- BB&T
- Charles Schwab
- Distinctiveness of brand identity and campaign
- Fifth Third
- Advertising and Promotion
- Customer acquisition tactics
- Media and advertising
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