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Customer Views on Sales Practices in Financial Services

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A J.D. Power Special Report

Our Inspiration?

The recent disclosure that Wells Fargo employees had opened more than 2 million accounts without customer permission or knowledge sent shockwaves throughout out the financial services industry. The case has spurred financial firms of every type to take a hard look at their sales practices and controls.

What Did We Find?

This special report outlines the findings of our research on financial services cross-selling and suggests a path forward to address aggressive sales practices and control challenges head-on.

Informed by J.D. Power Financial Service Benchmarks

This report goes beyond banking to gain complementing perspectives on other areas in financial services. Studies used to inform our findings include the J.D. Power 2016 U.S. Retail Banking Satisfaction Study,SM 2016 Primary Mortgage Origination Satisfaction Study,SM and 2016 Full Service Investor Satisfaction Study.SM

Discover the Path Forward to Better Business Outcomes

Take a closer look at the effect aggressive sales practices has on retail banking customers across the country. Dig deeper into the phenomenon of cross-selling in the financial services setting to better understand the current customer perspective on financial services sales practices, and take necessary steps to achieve positive business outcomes.