Customer satisfaction with top banks grows – but there’s a catch
Prakash Bector, vice-president of national sales and distribution at EQ Bank, sees the opening.
“It’s just staying focused on what we have in our control. So from a broker standpoint, it’s those consistent outreaches to clients, leveraging your database, building new referral sources,” she said during the mortgage event.
“As challenging as the market is, there’s immense opportunity for brokers. I think brokers’ share will continue to grow. A lot of clients need sound advice right now – they’re struggling, they don’t know what’s going to happen next. And this is where brokers play a critical role.”
Technology is part of that pitch, though not as advice. Fraud prevention and data security topped customers’ preferred uses of bank AI at 31%, against 12% for personal financial advice, a useful signal for brokers weighing how mortgage professionals can keep up with AI.
JD Power surveyed 14,038 retail banking customers in two waves during 2026.
