RYE, N.Y. Sixty percent of consumers have switched banking relationships because of poor customer service, a survey by Mobius Management Systems Inc. found.
Most of the 300 people polled by the document management software provider said they would rather change banks than argue about a matter they felt was not addressed appropriately by service representatives.
Eighty percent said they prefer speaking with a live representative than an automated service, and the same percentage said they prefer dealing with representatives on weekends.
Eighty-four percent said they were frustrated when representatives did not have immediate access to their account information for the current billing period, and 94% said they did not want to be transferred to another representative more than once.
