JP Morgan Chase 2013 Annual Report Download - page 41
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39
• #1incustomersatisfactionby
ACSIamongthelargestbanksfor
thesecondyearinarow
• #1incustomersatisfactionby
J.D.PowerandAssociatesin
threeoutoffoursmallbusiness
bankingregions
• #1SBAlenderforthefourthyear
inarow
• #1forwomen-ownedand
minority-ownedSBAloans
• Depositgrowthmorethandouble
theindustryaverage
• Customerrelationshipswith
almosthalfofU.S.households
• #1creditcardissuerintheU.S.
basedonloansoutstanding
• #1onlinenancialservices
destination(chase.com)and#1
mobilebankingfunctionality
• #1intotalU.S.creditanddebit
paymentsvolume
2013HIGHLIGHTSANDACCOMPLISHMENTS
Net Promoter Score1Household Attrition2 by Business Line
Source:Internaldata
1NetPromoterScore(NPS)representsthepercentageofcustomerswhosaytheywould
denitelyrecommendChasetoafriendorcolleague(promoterwhogaveChasearating
of9or10ona10-pointscale)vs.thosewhowouldnot(detractorswhogaveChasea
ratingof0to6);ahigherNPSsigniesgreatercustomerloyalty
Source:Internaldata
PPT=Percentagepoints
2HouseholdsthatcloseallChaseaccounts
The future is here
ChasereopeneditsWaterStreetbranchindowntownNewYork
CityafteroodingfromSuperstormSandydestroyedit.Thenew
Chasebranchdesignusessomeofthemostadvancedtechnology
forcustomers.Chasehasbeenredesigningmanyofitsnew
locationstothisformat,about400intotal.
• Recordcreditcardsalesand
clientinvestmentassets
• #2mortgageoriginatorand
servicer
• #1ATMand#2retailbranch
networkforthesecondyear
inarow
• #2whollyownedmerchant
acquirer
• #3non-captiveautolender
• #5incustomersatisfactionby
J.D.PowerandAssociatesin
mortgage originations and
servicing
• 135,000homeownerforeclosure
preventions
• 360,000downloadsoftheChase
MyNewHomeSMmobileapp
Dec-13Sep-13Jun-13Mar-13Dec-12Sep-12Jun-12Mar-12Dec-11Sep-11
61 61
43
32
70
42
23
6
Consumer Banking Card Business Banking Mortgage Banking
CardConsumer BankingBusiness Banking
2010 2013
(5) PPT
(4) PPT
(2) PPT