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Retail Banks and Credit Unions - US - February 2014

“Now that the banking industry is recovering from the financial crisis for which it was blamed several years ago, it can begin to tackle the new challenges it faces. One challenge is to attract new customers, especially young ones, and banks and credit unions are fighting it out, competing on the emerging mobile banking battlefield.”

– Robyn Kaiserman, Financial Services Analyst

Some questions answered in this report include:

  • How can credit unions compete for young customers?
  • Do banks and credit unions still need branches?
  • Where will new growth come from?
  • Customer service: More important than ever?

The retail banking and credit union industry is facing new challenges as it continues its recovery from the financial crisis. Many customers see banks as commodity institutions with little difference from one to the other. At least partly for this reason, people tend not to switch banks and it is difficult to grow by attracting new customers from other banks in the absence of factors such as moving from one area to another.

Both banks and credit unions need to focus on providing the very best customer service possible as well as cross-selling to their existing customer base. An array of robust and easy-to-use mobile banking features as well as financial advisory services are two of the best paths to success in this industry and those institutions who can offer up the best of these will be in the strongest position.

This report builds on the analysis presented in Mintel’s Retail Banking – US, October 2012.

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Table of contents

  1. Scope and Themes

    • What you need to know
      • Data sources
        • Consumer survey data
          • Direct marketing creative
            • Abbreviations and terms
              • Abbreviations
                • Terms
                • Executive Summary

                    • The number of banks and credit unions is falling, but assets are rising
                      • The strengthening economy will bolster the industry
                        • The industries are highly concentrated
                          • The competition is raging
                            • Large banks reign
                              • Millennials get mortgages at community banks
                                • Young investors prefer large banks
                                  • Customers are satisfied with bank products, not so much advice
                                    • Trust is returning, but slowly and primarily among young people
                                      • Consumers want advice
                                        • Why do people switch?
                                          • Fees and convenience are the biggest reasons for switching
                                            • What we think
                                            • Issues and Insights

                                                • How can banks finally eliminate the trust issue?
                                                  • Issues
                                                    • Implications
                                                      • What is next for credit unions?
                                                        • Issues
                                                          • Figure 1: Percentage of respondents who have primary accounts at credit unions, December 2013, November 2014
                                                        • Implications
                                                        • Trend Application

                                                            • Inspire Trend: Data Creators
                                                              • Inspire Trend: Cam Cam
                                                                • Inspire Trend: Life Hacking
                                                                • Market Size

                                                                  • Key points
                                                                    • The number of banks and credit unions continues to fall
                                                                      • Figure 2: Number of FDIC-insured banks and credit unions, 1995-2014*
                                                                      • Figure 3: Assets of FDIC-insured commercial banks and savings institutions, year-end, 2005-14*
                                                                      • Figure 4: Domestic deposits of FDIC-insured commercial banks and savings institutions, year-end, 2005-14*
                                                                    • The number of credit unions continues to fall, though members and assets increase
                                                                      • Figure 5: Credit unions numbers, members, and assets, 2004-13
                                                                  • Market Drivers

                                                                    • Key points
                                                                      • The economy is strengthening
                                                                        • Figure 6: Percentage change from preceding period in GDP (Q1 2012 – Q3 2014)
                                                                        • Figure 7: US unemployment rate January 2012 – December 2014
                                                                      • Sales of mobile devices
                                                                        • Figure 8: Total US unit smartphone sales, 2010-18 (forecast)
                                                                        • Figure 9: Total US unit tablet sales, 2010-18 (forecast)
                                                                      • Use of smartphones for banking
                                                                        • Figure 10: Banking transactions conducted via smartphone, November 2013 versus December 2014
                                                                      • Use of tablets for banking
                                                                        • Figure 11: Banking transactions conducted via tablet, November 2013 versus December 2014
                                                                    • Competitive Context

                                                                      • Key points
                                                                        • Largest retail banks
                                                                          • Figure 12: Largest US banks, measured by assets (Dec. 31, 2013, Dec. 31, 2014)
                                                                        • Largest credit unions
                                                                          • Figure 13: Largest US credit unions, measured by assets, Dec. 31, 2013-Sept. 30, 2014
                                                                        • Competition from all sides
                                                                          • Figure 14: Change in use of internet-only and alternative banks for primary checking account, 2013-14
                                                                        • Customer satisfaction is higher…or is it?
                                                                          • Electronic banking helps decrease switching
                                                                            • Figure 15: Reasons for switching banks in previous five years, 2013 versus 2014
                                                                          • Leading companies
                                                                            • JPMorgan Chase
                                                                              • Bank of America
                                                                                • Wells Fargo
                                                                                  • Ally Bank
                                                                                    • Capital One 360
                                                                                        • Figure 16: Capital One 360 Café direct mail ad, 2014
                                                                                        • Figure 17: Capital One 360 Café direct mail ad, 2014 (continued)
                                                                                        • Figure 18: Capital One 360 Café online ad, 2014
                                                                                      • Simple
                                                                                        • Navy Federal Credit Union
                                                                                        • Innovations and Innovators

                                                                                          • Key points
                                                                                            • Gamification of savings
                                                                                              • BankMobile – Direct bank, no fees
                                                                                                • Finally – Smart ATMs
                                                                                                    • Figure 19: Regions Bank smart ATM email ad, 2014
                                                                                                    • Figure 20: Fifth Third smart ATM direct mail incentive ad, 2014
                                                                                                  • Help for the unbanked
                                                                                                  • Marketing Strategies

                                                                                                    • Key points
                                                                                                      • Mailing activity
                                                                                                        • Email acquisition efforts
                                                                                                          • Figure 21: Acquisition email by product, Q3 2013-Q3 2014
                                                                                                        • The marketing advantage of bank branches
                                                                                                          • Figure 22: Conduct transactions at a bank/credit union branch, 2013 versus 2014
                                                                                                        • Incentives are still popular
                                                                                                          • Figure 23: Chase checking account incentive direct mail ad, 2015
                                                                                                          • Figure 24: Chase checking account incentive direct mail ad, 2015 (continued)
                                                                                                          • Figure 25: Fifth Third checking account incentive direct mail ad, 2014
                                                                                                          • Figure 26: Fifth Third checking account incentive direct mail ad, 2014 (continued)
                                                                                                          • Figure 27: Key Bank checking account incentive mobile ad, 2014
                                                                                                        • The launch of Apple Pay
                                                                                                          • Figure 28: M&T Bank Apple Pay email ad, 2014
                                                                                                          • Figure 29: Capital One Apple Pay email, 2014
                                                                                                        • Wells Fargo’s Apple Pay promotion
                                                                                                          • Figure 30: Wells Fargo Apple Pay email, 2014
                                                                                                        • Capital One 360
                                                                                                          • Figure 31: Capital One 360 Café online ad, 2014
                                                                                                          • Figure 32: Capital One 360 checking account online ad, 2014
                                                                                                          • Figure 33: Cap One 360 branding online ad, 2014
                                                                                                          • Figure 34: Cap One 360 branding online ad, 2014 (continued)
                                                                                                        • Online banking functions
                                                                                                          • Wells Fargo
                                                                                                            • Figure 35: Wells Fargo SurePay email ad, 2014
                                                                                                          • Bank of the West
                                                                                                            • Figure 36: Bank of the West mobile banking email ad, 2014
                                                                                                            • Figure 37: Chase mobile banking email ad, 2014
                                                                                                        • Social Media

                                                                                                            • Key points
                                                                                                              • Market overview
                                                                                                                • Key social media metrics
                                                                                                                  • Figure 38: Key performance indicators, selected retail banking and credit union brands, Jan. 26, 2014-Jan. 25, 2015
                                                                                                                • Brand usage and awareness
                                                                                                                  • Figure 39: Brand usage and awareness of retail banking and credit union brands, November 2014
                                                                                                                • Interaction with brands
                                                                                                                  • Figure 40: Interaction with retail banking and credit union brands, November 2014
                                                                                                                • Leading online campaigns
                                                                                                                  • Continuing the conversation online
                                                                                                                    • “Community hero” contest
                                                                                                                      • Hashtag photo contest
                                                                                                                        • What we think
                                                                                                                          • Online conversations
                                                                                                                            • Figure 41: Online mentions, selected retail banking and credit union brands, Jan. 26, 2014-Jan. 25, 2015
                                                                                                                          • What are people talking about online?
                                                                                                                            • Figure 42: Mentions by topic of conversation, selected retail banking and credit union brands, Jan. 26, 2014-Jan. 25, 2015
                                                                                                                        • Account/Product Ownership

                                                                                                                          • Key points
                                                                                                                            • Men have a greater variety of accounts and products
                                                                                                                              • Figure 43: Ownership of financial accounts/products, by gender, November 2014
                                                                                                                            • Opportunity among Millennials
                                                                                                                              • Figure 44: Ownership of financial accounts/products, by generations, November 2014
                                                                                                                            • Single people offer opportunity
                                                                                                                              • Figure 45: Ownership of financial accounts/products, by marital/relationship status, November 2014
                                                                                                                            • Mobile device owners are more likely to be customers
                                                                                                                              • Figure 46: Ownership of financial accounts/products, by mobile device ownership, November 2014
                                                                                                                          • Location of Primary Account

                                                                                                                            • Key points
                                                                                                                              • Large banks reign
                                                                                                                                • Figure 47: Location of primary account, November 2014
                                                                                                                              • Checking accounts
                                                                                                                                • Women prefer small banks
                                                                                                                                  • Figure 48: Type of institution where primary checking account is held, by gender, November 2014
                                                                                                                                • Savings accounts
                                                                                                                                  • Credit unions are more popular among women savers
                                                                                                                                    • Figure 49: Type of institution where primary savings account is held, by gender, November 2014
                                                                                                                                  • Residential mortgages
                                                                                                                                    • Small community banks attract Millennials
                                                                                                                                      • Figure 50: Type of institution where primary residential mortgage is held, by age, November 2014
                                                                                                                                    • Investment accounts
                                                                                                                                      • Large banks attract young investors
                                                                                                                                        • Figure 51: Four most popular types of institution where primary investment account is held, by age, November 2014*
                                                                                                                                    • Attitudes toward Banks and Credit Unions

                                                                                                                                      • Key points
                                                                                                                                        • Customer satisfaction
                                                                                                                                          • Older customers are most satisfied with products and services
                                                                                                                                            • Figure 52: Customer satisfaction with banks/credit unions, by age, November 2014
                                                                                                                                          • Trust
                                                                                                                                            • Women are more concerned than men
                                                                                                                                              • Figure 53: Trust in banks and credit unions, by gender, November 2014
                                                                                                                                            • Young people have regained trust
                                                                                                                                              • Figure 54: Trust in banks and credit unions, by age, November 2014
                                                                                                                                            • Attitude toward banks/credit unions and communications
                                                                                                                                              • More education is needed
                                                                                                                                                • Figure 55: Attitude toward institutions and communications, by age, November 2014
                                                                                                                                            • How Banking is Conducted

                                                                                                                                              • Key points
                                                                                                                                                • Different channels for different transactions
                                                                                                                                                  • Figure 56: How banking is conducted, November 2014
                                                                                                                                                • Men use online banking far more than women
                                                                                                                                                  • Figure 57: Transactions conducted on desktop/laptop, by gender, December 2014
                                                                                                                                                • Computers generally favored among older customers
                                                                                                                                                  • Figure 58: Transactions conducted on desktop/laptop, by generation, November 2013-December 2014
                                                                                                                                                • Smartphones
                                                                                                                                                  • Men are more comfortable than women with mobile banking
                                                                                                                                                    • Figure 59: Transactions conducted on smartphone, by gender, November 2014
                                                                                                                                                  • Millennials are leading the mobile charge
                                                                                                                                                    • Figure 60: Transactions conducted on smartphone, by generation, November 2014
                                                                                                                                                  • Having young children increases banking by smartphone
                                                                                                                                                    • Figure 61: Transactions conducted on smartphone, by presence of children under age 18 in household, November 2014
                                                                                                                                                  • Tablets
                                                                                                                                                    • Men are more likely to bank via their tablet
                                                                                                                                                      • Figure 62: Transactions conducted on tablet, by gender, November 2014
                                                                                                                                                    • Use of tablets doesn’t differ much among generations
                                                                                                                                                      • Figure 63: Transactions conducted on tablet, by generation, November 2014
                                                                                                                                                    • Branches
                                                                                                                                                      • Women are more likely than men to go to branches
                                                                                                                                                        • Figure 64: Transactions conducted in a branch, by gender, November 2014
                                                                                                                                                        • Figure 65: Transactions conducted in a branch, by generation, November 2014
                                                                                                                                                      • Institutions need to promote mobile banking to those who have mobile devices
                                                                                                                                                        • Figure 66: Transactions conducted in a branch, by mobile device ownership, November 2014
                                                                                                                                                    • Interest in Products and Services

                                                                                                                                                      • Key points
                                                                                                                                                        • Secure credit cards and financial advice are most desired
                                                                                                                                                          • Figure 67: Interest in banking products and services, November 2014
                                                                                                                                                        • Already use
                                                                                                                                                          • Men are more likely to use a variety of products and services
                                                                                                                                                            • Figure 68: Products/Services already use, by gender, November 2014
                                                                                                                                                          • Millennials are early adopters
                                                                                                                                                            • Figure 69: Products/Services already use, by generations, November 2014
                                                                                                                                                          • Bank alternatives are more popular among Hispanics
                                                                                                                                                            • Figure 70: Products/Services already use, by Hispanic origin, November 2014
                                                                                                                                                          • Urban dwellers are more engaged with financial products
                                                                                                                                                            • Figure 71: Products/Services already use, by area, November 2014
                                                                                                                                                          • High-income earners like online banks
                                                                                                                                                            • Figure 72: Products/Services already use, by household income, November 2014
                                                                                                                                                          • Don’t use but would be interested in using
                                                                                                                                                            • Chip and PIN cards top the list
                                                                                                                                                              • Figure 73: Products/Services not used, but would be interested in using, by gender, November 2014
                                                                                                                                                            • Millennial women want advice
                                                                                                                                                              • Figure 74: Products/Services not used, but would be interested in using, by gender and age, November 2014
                                                                                                                                                            • Swing Generation is not really interested
                                                                                                                                                              • Figure 75: Products/Services not used, but would be interested in using, by generations, November 2014
                                                                                                                                                            • Banks need to target Hispanics
                                                                                                                                                              • Figure 76: Products/Services not used, but would be interested in using, by Hispanic origin, November 2014
                                                                                                                                                          • Switching Considerations

                                                                                                                                                            • Key points
                                                                                                                                                              • Women are more loyal bank customers
                                                                                                                                                                • Figure 77: Switching considerations, by gender, November 2014
                                                                                                                                                              • Millennials may need to be courted
                                                                                                                                                                • Figure 78: Switching behavior, by generation, November, 2014
                                                                                                                                                              • Credit union customers are the most loyal
                                                                                                                                                                • Figure 79: Switching behavior, by type of bank/credit union used, November, 2014
                                                                                                                                                            • Reason for Switching

                                                                                                                                                              • Key points
                                                                                                                                                                • Electronic banking has kept some from switching
                                                                                                                                                                  • Figure 80: Reasons for switching, November 2014
                                                                                                                                                              • Appendix – Other Useful Consumer Tables

                                                                                                                                                                • Account/product ownership
                                                                                                                                                                  • Figure 81: Ownership of financial accounts/products, by age, November 2014
                                                                                                                                                                  • Figure 82: Ownership of financial accounts/products, by household income, November 2014
                                                                                                                                                                  • Figure 83: Ownership of financial accounts/products, by race/Hispanic origin, November 2014
                                                                                                                                                                  • Figure 84: Ownership of financial accounts/products, by mobile device ownership, November 2014
                                                                                                                                                                  • Figure 85: Ownership of financial accounts/products, by smartphone ownership, November 2014
                                                                                                                                                                  • Figure 86: Ownership of financial accounts/products, by tablet ownership, November 2014
                                                                                                                                                                • Location of primary account
                                                                                                                                                                  • Checking accounts
                                                                                                                                                                    • Figure 87: Location of primary account, November 2014
                                                                                                                                                                    • Figure 88: Type of institution where primary checking account is held, by gender, November 2014
                                                                                                                                                                    • Figure 89: Type of institution where primary checking account is held, by age, November 2014
                                                                                                                                                                    • Figure 90: Type of institution where primary checking account is held, by generations, November 2014
                                                                                                                                                                    • Figure 91: Type of institution where primary checking account is held, by household income, November 2014
                                                                                                                                                                  • Savings accounts
                                                                                                                                                                    • Figure 92: Type of institution where primary savings account is held, by gender, November 2014
                                                                                                                                                                    • Figure 93: Type of institution where primary savings account is held, by age, November 2014
                                                                                                                                                                    • Figure 94: Type of institution where primary savings account is held, by generations, November 2014
                                                                                                                                                                    • Figure 95: Type of institution where primary savings account is held, by household income, November 2014
                                                                                                                                                                  • Residential mortgages
                                                                                                                                                                    • Figure 96: Type of institution where primary residential mortgage is held, by gender, November 2014
                                                                                                                                                                    • Figure 97: Type of institution where primary residential mortgage is held, by generations, November 2014
                                                                                                                                                                    • Figure 98: Type of institution where primary residential mortgage is held, by household income, November 2014
                                                                                                                                                                  • Investment accounts
                                                                                                                                                                    • Figure 99: Four most popular types of institution where investment account is held, by gender, November 2014
                                                                                                                                                                    • Figure 100: Type of institution where investment account is held, by household income, November 2014
                                                                                                                                                                  • Attitudes toward banks and credit unions
                                                                                                                                                                    • Figure 101: Attitude toward banks and credit unions, by gender, November 2014
                                                                                                                                                                    • Figure 102: Attitude toward banks and credit unions, by age, November 2014
                                                                                                                                                                    • Figure 103: Attitudes toward banks and credit unions, by generations, November 2014
                                                                                                                                                                    • Figure 104: Attitudes toward banks and credit unions, by household income, November 2014
                                                                                                                                                                  • How banking is conducted
                                                                                                                                                                    • Desktop/laptop
                                                                                                                                                                      • Figure 105: Transactions conducted on desktop/laptop, by age, November 2014
                                                                                                                                                                      • Figure 106: Transactions conducted on desktop/laptop, by gender and age, November 2014
                                                                                                                                                                      • Figure 107: Transactions conducted on desktop/laptop, by household income, November 2014
                                                                                                                                                                      • Figure 108: Transactions conducted on desktop/laptop, by mobile device ownership, November 2014
                                                                                                                                                                    • Smartphone
                                                                                                                                                                      • Figure 109: Transactions conducted on smartphone, by age, November 2014
                                                                                                                                                                      • Figure 110: Transactions conducted on smartphone, by household income, November 2014
                                                                                                                                                                    • Tablets
                                                                                                                                                                      • Figure 111: Transactions conducted on tablet, by age, November 2014
                                                                                                                                                                      • Figure 112: Transactions conducted on tablet, by household income, November 2014
                                                                                                                                                                    • Branches
                                                                                                                                                                      • Figure 113: Transactions conducted in branch, by age, November 2014
                                                                                                                                                                      • Figure 114: Transactions conducted in branch, by household income, November 2014
                                                                                                                                                                    • ATMs
                                                                                                                                                                      • Figure 115: Transactions conducted on ATM, by gender, November 2014
                                                                                                                                                                      • Figure 116: Transactions conducted on ATM, by age, November 2014
                                                                                                                                                                      • Figure 117: Transactions conducted on ATM, by household income, November 2014
                                                                                                                                                                    • Interest in product and services
                                                                                                                                                                      • Already use
                                                                                                                                                                        • Figure 118: Products/Services already use, by age, November 2014
                                                                                                                                                                        • Figure 119: Products/Services already use, by region, November 2014
                                                                                                                                                                        • Figure 120: Products/Services already use, by mobile device ownership, November 2014
                                                                                                                                                                      • Don’t use but would be interested in using
                                                                                                                                                                        • Figure 121: Products/Services not used, but would be interested in using, by age, November 2014
                                                                                                                                                                        • Figure 122: Products/Services not used, but would be interested in using, by household income, November 2014
                                                                                                                                                                        • Figure 123: Products/Services not used, but would be interested in using, by mobile device ownership, November 2014
                                                                                                                                                                        • Figure 124: Products/Services not used, but would be interested in using, by smartphone ownership, November 2014
                                                                                                                                                                        • Figure 125: Products/Services not used, but would be interested in using, by tablet ownership, November 2014
                                                                                                                                                                      • Any interest
                                                                                                                                                                        • Figure 126: Products/Services interested in using, any interest, by gender, November 2014
                                                                                                                                                                        • Figure 127: Products/Services interested in using, by age, November 2014
                                                                                                                                                                        • Figure 128: Products/Services interested in using, by generations, November 2014
                                                                                                                                                                        • Figure 129: Products/Services interested in using, by household income, November 2014
                                                                                                                                                                      • Switching behavior
                                                                                                                                                                        • Figure 130: Switching considerations, by age, November 2014
                                                                                                                                                                        • Figure 131: Switching considerations, by household income, November 2014
                                                                                                                                                                        • Figure 132: Switching considerations, by mobile device ownership, November 2014
                                                                                                                                                                    • Appendix – Social Media

                                                                                                                                                                      • Key brand metrics
                                                                                                                                                                        • Figure 133: Key social media indicators of selected retail banking and credit union brands, January 2015
                                                                                                                                                                      • Online conversations
                                                                                                                                                                        • Figure 134: Online mentions, selected retail banking and credit union brands, Jan. 26, 2014-Jan. 25, 2015
                                                                                                                                                                      • Brand usage or awareness
                                                                                                                                                                        • Figure 135: Brand usage or awareness, October 2014
                                                                                                                                                                        • Figure 136: Chase usage or awareness, by demographics, October 2014
                                                                                                                                                                        • Figure 137: Wells Fargo usage or awareness, by demographics, October 2014
                                                                                                                                                                        • Figure 138: Capital One 360 usage or awareness, by demographics, October 2014
                                                                                                                                                                        • Figure 139: Ally Bank usage or awareness, by demographics, October 2014
                                                                                                                                                                        • Figure 140: USAA usage or awareness, by demographics, October 2014
                                                                                                                                                                        • Figure 141: Navy Federal Credit Union usage or awareness, by demographics, October 2014
                                                                                                                                                                      • Activities Done
                                                                                                                                                                        • Figure 142: Activities done, October 2014
                                                                                                                                                                        • Figure 143: Chase – Activities done – I have looked up/talked about this brand online on social media…, by demographics, October 2014
                                                                                                                                                                        • Figure 144: Chase – Activities done – I have contacted/interacted with the brand online on social media to…, by demographics, October 2014
                                                                                                                                                                        • Figure 145: Chase – Activities done – I follow/like the brand on social media because…, by demographics, October 2014
                                                                                                                                                                        • Figure 146: Chase – Activities done – I have researched the brand on social media to…, by demographics, October 2014
                                                                                                                                                                        • Figure 147: Wells Fargo – Activities done – I have looked up/talked about this brand online on social media…, by demographics, October 2014
                                                                                                                                                                        • Figure 148: Wells Fargo – Activities done – I have contacted/interacted with the brand online on social media to…, by demographics, October 2014
                                                                                                                                                                        • Figure 149: Wells Fargo – Activities done – I follow/like the brand on social media because…, by demographics, October 2014
                                                                                                                                                                        • Figure 150: Wells Fargo – Activities done – I have researched the brand on social media to…, by demographics, October 2014
                                                                                                                                                                        • Figure 151: Capital One 360 – Activities done – I have looked up/talked about this brand online on social media…, by demographics, October 2014
                                                                                                                                                                        • Figure 152: Capital One 360 – Activities done – I have contacted/interacted with the brand online on social media to…, by demographics, October 2014
                                                                                                                                                                    • Appendix – Trade Associations

                                                                                                                                                                        • American Bankers Association (ABA)
                                                                                                                                                                          • American Financial Services Association (AFSA)
                                                                                                                                                                            • Consumer Bankers Association (CBA)
                                                                                                                                                                              • Credit Union National Association
                                                                                                                                                                                • Independent Community Bankers of America (ICBA)
                                                                                                                                                                                  • Mortgage Bankers Association (MBA)
                                                                                                                                                                                    • National Credit Union Association (NCUA)

                                                                                                                                                                                    Companies Covered

                                                                                                                                                                                    • Ally Financial Inc.
                                                                                                                                                                                    • American Express Company (The)
                                                                                                                                                                                    • Bank of America Corporation
                                                                                                                                                                                    • Bank of New York Mellon Corporation, The
                                                                                                                                                                                    • Boeing Employees' Credit Union
                                                                                                                                                                                    • CIT Small Business Lending Corporation
                                                                                                                                                                                    • Citibank
                                                                                                                                                                                    • Citigroup Inc.
                                                                                                                                                                                    • Discover Financial Services Inc.
                                                                                                                                                                                    • Goldman Sachs Group, Inc., The
                                                                                                                                                                                    • HSBC North America Holdings Inc.
                                                                                                                                                                                    • J.D. Power and Associates
                                                                                                                                                                                    • JPMorgan Chase & Co
                                                                                                                                                                                    • Morgan Stanley
                                                                                                                                                                                    • Navy Federal Credit Union
                                                                                                                                                                                    • State Employees' Credit Union
                                                                                                                                                                                    • The PNC Financial Services Group
                                                                                                                                                                                    • Wells Fargo & Company

                                                                                                                                                                                    Retail Banks and Credit Unions - US - February 2014

                                                                                                                                                                                    £3,277.28 (Excl.Tax)