Bank Customers Speak Out

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Americans are giving their banks high marks for technical services but not for emotional support.

A study being released by IBM's consulting division this week finds most customers say their banks don't take the time to understand their goals or show appreciation for their business. That leaves some customers not just unhappy but downright hostile.

IBM Global Business Services surveyed three-thousand US bank customers. Just over half rate their bank good on "rational attributes," like providing plenty of ways to bank, correcting errors and making good use of information.

But the rating drops to just a-quarter for "emotive attributes," things like appreciating the customer's business, listening and following up on problems.

The study concludes about a-third of the customers can be regarded as "antagonistic" toward their bank.