On this episode, John Cabell explores the latest insights from the J.D. Power 2025 U.S. Credit Card Satisfaction Study. Discover what’s shaping the credit card landscape in 2025 and how issuers can adapt to meet evolving customer expectations.
Key Highlights:
(00:42) – The financial health of today’s cardholders and its impact on satisfaction
(02:15) – Why affluent customers continue to prefer premium cards
(04:07) – The effect of Buy Now, Pay Later (BNPL) on credit card usage
(06:23) – How surcharges are driving customers to alternative payments
(08:45) – Where AI innovation presents opportunities for issuers
Learn More: jdpower.com/financial-services
Stay Tuned: New episodes drop regularly with data-driven insights into payments, banking, wealth, and lending.
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On this episode, Miles Tullo and Mike Foy explore the latest insights from the J.D. Power 2025 U.S. Financial Advisor Satisfaction Study. Uncover the driving forces behind advisor satisfaction and the transformative impact of technology on the financial advisory sector.Key Highlights:(00:38) - Opportunities for financial advisors in 2025.
(01:05) - Insights into the aging demographic of financial advisors and industry implications.
(02:18) - The role of leadership behaviors and cultural attributes in advisor retention.
(04:01) - How technology is reshaping advisor satisfaction and expectations.
(08:31) - Top-ranked investment firms with the highest advisor satisfaction scores.Learn More: jdpower.com/financial-servicesStay Tuned: Miles will return in August to discuss findings from the flagship credit card satisfaction study.Follow us for more insights like these and stay updated on the latest trends in financial services!
Two-thirds of Americans are financially unhealthy, and they’re turning to banks for help.
In this episode, Miles Tullo talks with Jennifer White about the findings from the 2025 U.S. Financial Health and Advice Satisfaction Study and how top banks are meeting customers’ rising expectations for financial guidance.
You’ll learn:
Paul McAdam, Senior Director at J.D. Power, breaks down the latest insights from the 2025 U.S. Direct Banking Satisfaction Study. In this episode, we dive into why checking satisfaction is increasing, why savings satisfaction is slipping, and how digital tools and strong service are reshaping the direct banking experience. Whether you're in financial services or just curious about the future of banking, this conversation is packed with insights.
🎧 Learn more at jdpower.com/financial-services
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Despite growing up with tech, younger investors are asking for real financial guidance. Kapil Vora, Senior Director at J.D. Power, shares key takeaways from the 2025 U.S. Investor Satisfaction Study and what it means for the future of wealth management.
Highlights:
Read the full press release: https://www.jdpower.com/business/press-releases/2025-us-investor-satisfaction-study
Explore our investor analytics: https://www.jdpower.com/business/wealth-management-platform
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Consumers are stressed—but satisfaction with banks is rising. How is that possible? In this episode of the J.D. Power Financial Services Intelligence Update, host Miles Tullo sits down with Jennifer White, Senior Director of Banking Intelligence, to unpack findings from the 2025 U.S. Retail Banking Satisfaction Study. What You’ll Learn:- Why customer satisfaction is rising despite financial strain- The “Three F’s” of trust: Fees, Fairness, and Fraud- A look at U.S. deposit trends—33% of consumers have less than $1,000 with their bank- How banks are delivering more personalized financial advice- What banks must improve to maintain trust Don’t miss:0:35 – Overview of the 2025 Retail Banking Study2:15 – Satisfaction rises during financial hardship3:30 – The Three F’s: Why trust matters4:45 – Deposit trends and the savings gap5:40 – The state of financial advice6:50 – Key takeaways Read the full study and press release here: https://www.jdpower.com/business/press-releases/2024-us-retail-banking-satisfaction-study Want to know how your bank stacks up? Contact J.D. Power to learn more. https://www.jdpower.com/business/financial-services
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In this episode, we explore the latest Buy Now Pay Later research and why it’s rapidly growing, particularly among Gen Z. Discover how flexible repayment options are driving this surge. We also discuss how fintech companies like Klarna, Afterpay, Affirm, and traditional banks are adapting to this trend.
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Raising the Bar: What Today’s Auto Finance Customers Expect Online
In this episode, host Miles Tullo is joined by Patrick Roosenberg and Jon Sundberg to unpack the latest insights from the 2025 Automotive Finance Digital Experience Study.
Tune in as they explore:
Get a firsthand look at what’s reshaping the digital auto finance landscape—and what lenders can do to stay ahead.
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Listen in as Craig Martin and Miles Tullo share key insights from the Affluent Client Trends Report. This in-depth report combines data from over 250 leading brands across the banking and wealth management sectors, providing a comprehensive view of the evolving needs and behaviors of affluent consumers.
Their discussion shares the:
- The role of trust in building lasting relationships with affluent clients.
- How technology is reshaping personalized services and enhancing client experiences.
- Emerging opportunities to engage younger affluent clients, who represent the next wave of growth in financial services.
Want to dive deeper into the data? Get an exclusive preview of the Affluent Client Trends Report here: https://hub.jdpower.com/24-us-affluen....
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How can banks and credit card issuers better protect their customers from fraud while building trust and satisfaction? In this episode of the J.D. Power Financial Services Intelligence Update, Miles Tullo is joined by Jennifer White, the architect of J.D. Power’s newest research on bank and credit card fraud.
Jennifer shares:
Key findings on fraud trends, including higher risks for younger consumers
-The importance of proactive measures and guided "security center" experiences
-How banks can strengthen customer trust through timely fraud notifications
Watch now to discover how financial institutions can turn challenges into opportunities to enhance customer experiences.
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In this month's J.D. Power Financial Services Intelligence Update, Paul McAdam, Senior Director of Banking and Payments Intelligence, and Miles Tullo, Managing Director of Financial Services, share key insights from the 2024 Small Business Satisfaction Study. They examine the latest trends in small business banking satisfaction and discuss how banks can effectively sustain it.
Key highlights include:
- A surge in client-centric service and its impact on satisfaction
- The crucial role of improved credit access for small businesses
- Insights into high retention rates among satisfied clients
We’ll also share the top-performing banks that excel in meeting the needs of small business clients.
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As elevated interest rates reduce transaction volumes, the mortgage market is undergoing rapid changes.
In this month’s update, Bruce Gehrke, Senior Director of Lending Intelligence, and Miles Tullo, Managing Director, discuss the latest insights from the Mortgage Origination Satisfaction Study and Mortgage Servicer Satisfaction Study.
Looking for more insights?
Read the lending intelligence: https://www.jdpower.com/business/lending-research-data-and-analyticsSign up to receive insights in your inbox: https://hub.jdpower.com/fs-insights-list-opt-in
Want to know the key trends shaping the credit card industry?
We’ve got exclusive insights from over 39,000 cardholders in the J.D. Power 2024 U.S. Credit Card Satisfaction Study. In this video, we explore the growing satisfaction gap between credit card revolvers and transactors with expert insights from Miles Tullo and John Cabel.
Read the latest press release: https://www.jdpower.com/business/press-releases/2024-us-credit-card-satisfaction-studySign up to receive insights in your inbox: https://hub.jdpower.com/fs-insights-list-opt-in
Tune in to the July 2024 Financial Services Intelligence Update with Kapil Vora and Miles Tullo to refine your advisor retention strategies and stay ahead in the industry. The J.D. Power Financial Advisor Satisfaction Study provides crucial insights into what drives advisor contentment and retention, offering valuable guidance for wealth management firms.
Key Insights:
Employee Advisors: Satisfaction has surged by 49 points this year, thanks to better compensation, advanced technology, and enhanced support systems.
Independent Advisors: Satisfaction has declined by 15 points, primarily due to leadership issues. Only 46% of independent advisors feel their firm is heading in the right direction, a drop from 54% last year.
Important Takeaways:
Attrition Trends: Advisors who signal they might leave often do. Conversely, those committed to staying are likely to remain, underscoring the need for early intervention and resolution of concerns.
Culture and Leadership: Effective firm culture and leadership are critical for retention. Advisors planning to stay rate these factors much higher than those considering leaving. Professional development is also key for less tenured advisors.
For More:
Financial Advisor Satisfaction Study: https://www.jdpower.com/business/financial-advisor-satisfaction-study
Read the latest Press Release: https://www.jdpower.com/business/press-releases/2024-us-financial-advisor-satisfaction-study
Sign up to receive J.D. Power Financial Services Insights: https://hub.jdpower.com/fs-insights-list-opt-in
By embracing innovation and prioritizing personalized experiences, banks and credit card providers can redefine their role in enhancing financial well-being. We unpack the latest insights from the 2024 U.S. Retail Banking Advice Satisfaction Study in the June 2024 J.D. Power Financial Services Intelligence.
Here are some key insights:
Youthful Engagement: Younger consumers are actively seeking personalized financial advice. While they act on the advice received, satisfaction levels indicate room for improvement. Delivering robust tools and services alongside advice is crucial.
Industry Standard Setters: Leaders like Citi, Bank of America, Chase, and American Express set benchmarks with proactive financial guidance, defining satisfaction norms.
Frequency Optimization: Increasing interaction frequency across digital and traditional channels enhances satisfaction, engagement, and loyalty. A multichannel approach ensures comprehensive service accessibility.
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Over half of U.S. consumers are now using person-to-person (P2P) transfers. With an additional 10% rise in usage since Q3 2023, the landscape is evolving rapidly.
Listen in as Miles Tullo sits down with Sean Gelles, senior director of payment intelligence at J.D. Power, to uncover what drives customer loyalty and authority in the P2P space and discuss surprising brand performance insights on Venmo, PayPal, Cash App and Zelle.
In the J.D. Power Financial Services Intelligence update for April 2024, we examine the J.D. Power 2024 U.S. Full-Service Satisfaction Study and the U.S. Self-Directed Satisfaction Study.
The discussion explores intersecting trends from both studies, examining how investor types and segments, such as financial health and generation, influence satisfaction levels.
In this session, Miles Tullo and Kapil Vora address key topics, including:
- Service Levels Impact Satisfaction
- Trends Over Time
- Segmentation Matters
- Trading Habits and Financial Health
- Brand Spotlight
- Differentiation Strategies
Featuring:
Kapil Vora, Senior Director, Wealth Intelligence, J.D. Power
Miles Tullo, Managing Director, Financial Services Intelligence, J.D. Power
In an ever-evolving financial landscape, banks are keenly interested in understanding how to appeal to younger generations, particularly millennials. The latest edition of our Financial Services Intelligence Update delves into the findings of the 2024 U.S. Retail Banking Satisfaction Study, offering critical insights into what millennials expect from their banking relationships.
This video unpacks key areas of focus for banks aiming to attract, retain, and deepen relationships with the millennial demographic before they commit to other financial institutions. From digital innovation to personalized customer service, find out what factors are pivotal in shaping the banking preferences and satisfaction of younger customers.
BONUS MATERIAL AVAILABLE: Enhance your understanding with our exclusive insights on the overall satisfaction (OSAT) rates of different generations with their primary retail banks. Additionally, gain access to in-depth analysis on the seven dimensions crucial to overall banking satisfaction.
Don’t miss out on these valuable insights. Watch now to ensure your bank is aligned with the needs and preferences of the millennial generation.
Download our exclusive report on satisfaction levels by generation here: https://hub.jdpower.com/download-satisfaction-levels-by-generation
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In this episode, we dive into the 2024 J.D. Power Buy Now, Pay Later Satisfaction Study to uncover what consumers really think about BNPL services. Who’s delivering the best experience? What drives trust and loyalty in this fast-growing space?
Tune in for data-backed insights, surprising trends, and what it all means for providers and the future of payments.
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