Jennifer White | Source | Senior Director, Banking and Payments Intelligence at J.D. Power
Jennifer White
Jennifer is a results-oriented corporate Chief of Staff blending 20 years research operations experience with directive storytelling, business strategy, and product development skills. She specializes in interpreting the voice of your customer.
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J.D. Power (http://www.jdpower.com)
Senior Director, Banking and Payments Intelligence
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National banks outpace regionals in digital satisfaction: J.D. Power study
Bank of America bested JPMorgan Chase in mobile app satisfaction among national banks. Regions Bank and Huntington Bank took the highest marks among regionals in online and mobile app satisfaction, J.D. Power found.
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Wealthtech Tools Revolutionize Budgeting and Financial Inclusion in 2024
Jennifer highlights Chase's aggregator service, allowing users to view all finances in one place. She notes, "Next-gen tools will pre-populate budgets and set savings goals." For financial inclusion, she emphasizes tools that categorize spending, aiding those struggling to save. Usage is higher among younger, overextended customers, promising future loyalty.
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The nation’s largest banks and credit card issuers have been continually innovating new digital solutions that support increasingly complex tasks, such as problem resolution, personalized alerts and profile management. This is driving increased engagement and significantly higher levels of satisfaction as the world shifts to digital. That’s a challenge for regional banks that have traditionally taken a simpler design approach and are now starting to see customer satisfaction scores fall as many customers required more sophisticated digital offerings in 2020 than in previous years.
