Customer service is what retains them.

Percentage of consumers who said that "poor customer service" would
cause them to change banks                                           71

Percentage who said "better deposit rates" would cause them to
change banks                                                         46

Percentage who cited "more convenient branches" as a reason for
changing banks                                                       42

Percentage who think bounce protection programs would be "very or
somewhat useful" if offered at their banks                           77

Source: ABA research of 1,000 consumers, July 2003

Percentage of consumers who go online at least monthly               64
Percentage who did the same a year ago                               61
Percentage who log on daily                                          38
Percentage who reported the same a year ago                          36
Percentage who trust that their primary Internet activities are
safe                                                                 27
Percentage who felt the same a year ago                              25
Percentage who said they are satisfied with their Internet
activities                                                           42
Percentage who said the same a year ago                              41

Source: The Consumer Internet Barometer, second quarter, 2002

Percentage of customers of a major retail bank that dosed their
accounts despite being identified as "extremely satisfied" (although
not emotionally committed to the bank)                                6

Percentage of customers identified as being both "extremely
satisfied" and "emotionally connected" to the bank who also closed
their accounts during the same period                               3.8

Source: The Gallup Organization, Gallup Management a Journal,
"Customer Satisfaction Doesn't Count," March 13, 2003