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STUDY CHANGES

Financial Health & Advice Satisfaction Study

We are excited to share enhancements to the J.D. Power Financial Health and Advice Program. These changes provide banks and issuers with the research needed to support customers and strengthen customer loyalty.

Scroll below to learn about the changes or connect with us by clicking the contact us button below. 

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   Why Change

   What's New

  Deliverables

   Looking Ahead

Why Change?

A troubling 46% of Americans consider themselves financially vulnerable today.

Are you addressing the emotional toll and stress associated with customers managing their finances? 

Gathering Metrics That Matter:

  • How do I measure the financial health of my customers? 
  • What worries my customers the most?
  • What tools do customers need to make better financial decisions?
  • Why are they reluctant to use their bank’s tools?
  • Do they recall advice from their bank?
  • Was financial advice personalized and accurate for them?
  • When is advice delivery most impactful?
  • How can banks effectively scale a quality advice program?
  • What are the consequences of missing opportunities to provide advice?

What's New?

More Benchmarks in 2024

The 2024 Financial Health Support data richens with newly added benchmarks, including:

  • In-person financial health review experiences
  • Metrics around key best practice awareness and use
  • Experience ratings for things like making account balances available in real-time or aggregator tools
  • Reviews product/tool solutions in greater depth around spending plans, budgeting, bill payments, automatic savings, and much more! 

REQUEST LIST OF QUESTIONS ADDED

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More Data in 2025

The 2025 Financial Health Support data is stronger with additional samples and study publishes. Subscribers benefit from:

Increased Samples

Shift to modular data collection approach aimed at increasing sample size and data quality. 

 

WHAT'S MODULAR DESIGN?

Increased Samples

Data More Frequently

Continuously fielding starts March 2024, eliminating the cyclical impact of the previous January-February field period.

 *U.S. Only

VIEW THE DATES

 

Data More Frequently

Additional Wave Publish

Results are published in two waves annually to allow for more frequent updates on performance for profiled brands.

*U.S. Only

SEE PROFILED BRANDS

 

Additional Wave Publish
View More Study Details
Deliverables

Track the Financial Health of Consumers

Understand their satisfaction levels with the financial health support they receive from their banks and/or credit card issuers. Gather customer insights and competitive intelligence about the largest banks and credit card issuers in the U.S.

See data subscribers can access below. 

Ranked Segments

U.S. Results are organized into 3 categories:

  • Banking Financial Health Support
  • Credit Card Financial Health Support
  • Retail Banking Advice Satisfaction* 

*Award-eligible

Get Started

Respondents

  • ~24,000 study respondents annually
  • ~4,000 Polaris respondents monthly
Get Started

Indices

  • Overall satisfaction
  • Net promoter score
Get Started

Dimensions

Advice

  • Quality
  • Frequency
  • Relevancy
  • Clarity
  • Concern for needs
Get Started

Dimensions
(Financial Support)

  • Making better financial decisions
  • Managing your spending
  • Meeting your credit & borrowing needs
  • Meeting your savings goals
  • Communicating info about products and services for financial health
  • Offering a variety of financial health products and services
  • Supporting your overall financial situation
Get Started

SEGMENTATIONS

  • Geography
  • Demographics
  • Channel
  • Relationship tenure
  • Need / desire for advice
  • Relationship depth / loyalty
  • Engagement / frequency of interaction
  • Bank / issuer brand
  • Financial health / socioeconomic
Get Started
Questions?

Let's Talk

Jennifer White Headshot 150 X 150-1
Jennifer White

Senior Director, Banking and Payment Intelligence

Jennifer White

Looking Ahead

 

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More to explore

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News & Insights

Catch up on the latest thinking from our industry experts.

News & Insights
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Study Dates & Details

Get the specifics on our portfolio of Financial Services syndicated studies.

Study Dates & Details
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Press Release & Results

Discover last year's insights and which providers ranked highest.

Press Release & Results