Overall, customers are slightly more happy with their banks than they were a year ago.
The firm's overall bank customer satisfaction index increased one point on a 1,000-point scale this year, to 753.
Happiness with fees took the biggest hit, J.D. Power said, particularly monthly maintenance fees. ATM and debit card fees aren't popular, but they weren't as big a drag on the results.
“The negative reaction to fees reflects customers’ irritation about paying for something they didn’t have to pay for in the past,” director of banking services Michael Beird said in a statement. “It also reflects a lack of their complete understanding about what they’re getting for those fees.”
Banks have been able to counteract the effect of fees, at least in this survey, by making their branches and ATMs more pleasant.
Customers are more attracted to branch and ATM locations, appearance and hours of operation, J.D. Power said. More than three-quarters of people are now greeted upon entering a branch, and ATMs are viewed as more reliable and user friendly.
The survey is based on 52,000 interviews with bank customers in January and February.