JP Morgan Chase 2015 Annual Report Download - page 12
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1010
Improved Consumer Satisfaction: 2010—2015
Good businesses also deeply care about
improving customer satisfaction. As shown
above, you can see that our Chase customer
satisfaction score continues to rise. In
addition, our Commercial Banking satis-
faction score is among the highest in the
industry in terms of customer loyalty. In
Asset Management, where customers vote
with their wallet, JPMorgan Funds finished
second in long-term net flows among all
fund complexes.
Later on in this letter, I will describe our
fortress balance sheet and controls, as
well as the discipline we have around risk
management. I will also talk more about
our employees, some exciting new oppor-
tunities – mostly driven by innovative
technologies – and our ongoing support
for our communities and our country. It is
critical that we do all of these things right
to maintain the strength of our company.
1 Source: J.D. Power U.S. Retail Banking Satisfaction Study.
2 Big banks defined as top six U.S. banks.
3 Net promoter score = % promoters minus % detractors.
4 Source: J.D. Power U.S. Credit Card Satisfaction Study (8/19/2010 and 8/20/2015).
20152014201320122011
2010
Chase Industry average
Big banks Regional banks Midsized banks
U.S. retail banking satisfaction1,2 Mortgage originations net promoter score3
20152010
+38
U.S. credit card satisfaction4
Rank
5 3
20152010
+81