Switching intent among customers increases up to threefold when banks are acquired.

• Position: Marketing News - Brief article

The likelihood of customers switching banks increases by up to three times after their bank merges with or is acquired by another financial institution, according to the J.D. Power and Associates 2009 Bank Mergers and Acquisitions Report.

"Overall, customers of acquired banks perceive that acquiring institutions are far less focused on customer interests and personal service than their previous bank," said Rockwell Clancy, executive director of financial services at the company. "As a result, these customers are much more likely to change banks, particularly during the first six to nine months following the announcement of a merger or acquisition."

The report examines the drivers of customer...