Big banks vulnerable to consumer exodus
- Blog Post by: Kara McGuire
- November 11, 2011 - 2:05 PM
So the debit card fee hubbub is in the past. But a new report estimates that the top 10 banks will lose $185 billion in deposits over the next year if they don't address consumer concerns.
According to the study by cg42, a Connecticut-based management consulting firm, 18 percent of Wells Fargo customers are contemplating a switch, with about half of those projected to actually move their money. US Bank, the 8th most vulnerable top bank according to the study, has 17 percent of its customers contemplating a switch, with 8 percent projected to actually find another bank or credit union.
The survey of more than 5,000 bank customers rated bank vulnerability by weighing four factors:
- frequency of customer frustration
- the uniqueness of those frustrations at the bank
- likelihood that customers will share those frustrations via social media
- how those frustrations impact consumer behavior
Another disturbing, but not surprising finding? Seven in 10 respondents believe that banks only care about their own interests.
Here's the list, from most to least vulnerable:
- Bank of America
- Wells Fargo
- Capital One
- US Bank
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