WESTLAKE VILLAGE, Calif.-There are five key factors drive bank customer satisfaction, and most top-performing banks are doing well in all but one, according to J.D. Power and Associates.

Not surprisingly, banks dropped in fee satisfaction, a 31-point decline to 625 on a 1,000-point scale (see related story), but most top performers are doing well in problem-prevention, facilities, live phone services, and branch greeting. J.D. Power refers to these metrics as Key Performance Indicators (KPIs).

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