Because of merger-related setbacks, banks did not share in a general rise in customer satisfaction with service levels as measured in the American Customer Satisfaction Index.

The quality indicator rose last quarter for the first time in five years, according the American Society for Quality, Arthur Andersen, and the University of Michigan, which sponsor and perform the survey.

Subscribe Now

Access to authoritative analysis and perspective and our data-driven report series.

14-Day Free Trial

No credit card required. Complete access to articles, breaking news and industry data.