Free Checking Matters, and Other Lessons for Big Banks
The study says that 10% of consumers changed their bank in the past year. Mostly, those departures were linked to higher fees (especially for fees on checking accounts), mediocre customer service, and accounting errors. So banks now have a better picture of what consumers want and expect from their financial institutions.
From the looks of things, banks are doing a moderately better job of meeting the needs of an increasingly demanding banking public.