I am talking about encouraging banks to pay attention to the banking experiences of their customers and finding process improvements or service elements that may lead to something seemingly mundane but valuable nonetheless. 8  See Federal Deposit Insurance Corporation (2012), 2011 FDIC National Survey of Unbanked and Underbanked Households (PDF).
See also Brian K. Bucks, Arthur B. Kennickell, Traci L. Mach, and Kevin B. Moore (2009), “Changes in U.S. Family Finances from 2004 to 2007: Evidence from the Survey of Consumer Finances (PDF),” Federal Reserve Bulletin, v. 95 (February), pp. A1–A55. 9  See Federal Deposit Insurance Corporation (2012).