Wells Fargo & Company (NYSE:WFC) today reported Retail Banking customer
activity data for November 2016. Tim Sloan, President and Chief
Executive Officer noted, “Today’s update on Retail Banking trends is
part of our ongoing commitment to transparency. We were pleased that in
November our existing customers continued to actively use their accounts
and valued their relationships with Wells Fargo. We remain focused on
meeting our customers’ financial needs by providing great service and
quality products. We will provide our next update on these customer
trends in mid-January.”
Mary Mack, head of Community Banking, added, “Balance, transaction and
new account trends continued as expected in November. We know we have
more work ahead of us and we remain focused on strengthening our
relationships with existing customers and building new ones with
potential customers.”
Key Takeaways
Customer Interactions
-
Total branch interactions were down 5% from October 2016 (linked month
“LM’) and down 3% from November 2015 (year-over-year “YoY”)
-
Branch banker interactions were down LM and YoY primarily driven
by a slowdown in new account openings
Deposit Balances and Accounts
-
Average consumer and small business deposit balances were up modestly
LM and up 8% YoY
-
Consumer checking account opens were down 9% LM and 41% YoY
-
Customer-initiated consumer checking account closures were down 13%
LM, but up modestly, 2%, YoY
Debit and Credit Cards
-
Customers continued to actively use their debit and credit cards
-
Point-of-sale debit card transactions were down 5% LM consistent
with the seasonal slowdown experienced last year (down 4% LM
October 2015 to November 2015), but were up 7% YoY
-
Point-of-sale active consumer credit card accounts were unchanged
LM, but up 8% YoY; both consumer credit card purchase volume and
balances outstanding were up LM and YoY
-
New credit card applications were up 3% LM, but were down 45% YoY
Customer Experience Surveys
-
Customer loyalty scores were up LM, with scores showing improvement
from lows seen early in October, but down YoY
-
Survey results of overall satisfaction with most recent visit were
74.8% in November, up from 73.9% in October 2016, but down from 77.7%
in November 2015
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
Nov 2016 change from:(1)
|
(in millions, unless otherwise noted)
|
|
|
|
Nov 2016
|
|
|
|
Oct 2016
|
|
|
|
Nov 2015
|
|
|
|
Oct 2016
|
|
|
|
Nov 2015
|
|
Customer Interactions (2)
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
Total Branch Interactions
|
|
|
|
|
49.7
|
|
|
|
|
52.2
|
|
|
|
|
51.3
|
|
|
|
-5
|
%
|
|
|
-3
|
%
|
Teller Transactions
|
|
|
|
|
46.9
|
|
|
|
|
49.2
|
|
|
|
|
48.1
|
|
|
|
-5
|
%
|
|
|
-2
|
%
|
Branch Banker Interactions
|
|
|
|
|
2.8
|
|
|
|
|
3.0
|
|
|
|
|
3.2
|
|
|
|
-7
|
%
|
|
|
-14
|
%
|
Total Phone Banker Interactions
|
|
|
|
|
9.3
|
|
|
|
|
9.1
|
|
|
|
|
8.5
|
|
|
|
2
|
%
|
|
|
9
|
%
|
Total Digital (Online and Mobile) Secure Sessions
|
|
|
|
|
461.5
|
|
|
|
|
477.2
|
|
|
|
|
419.3
|
|
|
|
-3
|
%
|
|
|
10
|
%
|
Total Digital (Online and Mobile) Active Customers (3)
|
|
|
|
|
27.4
|
|
|
|
|
27.4
|
|
|
|
|
|
|
|
|
|
|
|
|
|
Consumer Checking Account Opens
|
|
|
|
|
0.3
|
|
|
|
|
0.3
|
|
|
|
|
0.5
|
|
|
|
-9
|
%
|
|
|
-41
|
%
|
Consumer Checking Account Customer-Initiated Closures (4)
|
|
|
|
|
0.2
|
|
|
|
|
0.2
|
|
|
|
|
0.2
|
|
|
|
-13
|
%
|
|
|
2
|
%
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
Deposit Balances and Accounts
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
Consumer and Small Business Banking Deposits
(period end, $ in billions)
|
|
|
|
$
|
748.8
|
|
|
|
$
|
745.0
|
|
|
|
$
|
697.3
|
|
|
|
1
|
%
|
|
|
7
|
%
|
Consumer and Small Business Banking Deposits
(average, $ in billions)
|
|
|
|
$
|
747.5
|
|
|
|
$
|
744.7
|
|
|
|
$
|
694.5
|
|
|
|
0
|
%
|
|
|
8
|
%
|
Primary Consumer Checking Customers (5)
|
|
|
|
|
*
|
|
|
|
|
23.6
|
|
|
|
|
22.8
|
|
|
|
|
|
|
|
|
|
Primary Consumer Checking Customers YoY Growth (5)
|
|
|
|
|
*
|
|
|
|
|
3.9
|
%
|
|
|
|
5.6
|
%
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
Debit Cards (Consumer and Business)
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
Point-of-Sale Active Cards
|
|
|
|
|
26.1
|
|
|
|
|
26.3
|
|
|
|
|
25.6
|
|
|
|
-1
|
%
|
|
|
2
|
%
|
Point-of-Sale Transactions
|
|
|
|
|
654.9
|
|
|
|
|
686.0
|
|
|
|
|
613.1
|
|
|
|
-5
|
%
|
|
|
7
|
%
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
Consumer Credit Cards
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
Point-of-Sale Active Accounts
|
|
|
|
|
7.8
|
|
|
|
|
7.8
|
|
|
|
|
7.2
|
|
|
|
0
|
%
|
|
|
8
|
%
|
Applications
|
|
|
|
|
0.2
|
|
|
|
|
0.2
|
|
|
|
|
0.4
|
|
|
|
3
|
%
|
|
|
-45
|
%
|
Balances (period end, $ in billions)
|
|
|
|
$
|
27.4
|
|
|
|
$
|
26.9
|
|
|
|
$
|
24.9
|
|
|
|
2
|
%
|
|
|
10
|
%
|
Purchase Volume ($ in billions)
|
|
|
|
$
|
5.8
|
|
|
|
$
|
5.6
|
|
|
|
$
|
5.2
|
|
|
|
3
|
%
|
|
|
11
|
%
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
Customer Experience Survey Scores with Branch
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
Customer Loyalty
|
|
|
|
|
53.6
|
%
|
|
|
|
52.3
|
%
|
|
|
|
61.4
|
%
|
|
|
|
|
|
|
|
|
Overall Satisfaction with Most Recent Visit
|
|
|
|
|
74.8
|
%
|
|
|
|
73.9
|
%
|
|
|
|
77.7
|
%
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
* Final Primary Consumer Checking Customers and YoY Growth for
November 2016 were not available at time of reporting.
|
Percentage changes are calculated using whole numbers. If the %
change were based on the rounded amounts presented, it would
produce a different result for Branch Banker Interactions,
Consumer Checking Account Opens, Consumer Checking Account
Customer-Initiated Closures, Consumer Credit Card Applications and
Consumer Credit Card Purchase Volume, but all differences are
attributable to rounding. (1) November 2016 and October 2016 both
had 20 business days, while November 2015 had 19 business days.
(2) A customer communication or transaction qualifies as a
customer traffic interaction, which is consistent with the
definition used by management for each customer channel presented.
Preparation of customer traffic interaction metrics requires the
application of interpretive judgement for each communication or
transaction. Management uses these metrics to monitor customer
traffic trends within the Company’s Retail Banking business. (3)
Primarily includes retail banking, consumer lending, small
business and business banking customers. (4) Does not include
accounts closed by the bank. (5) Customers who actively use their
checking account with transactions such as debit card purchases,
online bill payments, and direct deposit.
|
|
Conference Call
The Company will host a live conference call on Friday, December 16, at
7 a.m. PT (10 a.m. ET). You may participate by dialing 866-872-5161
(U.S. and Canada) or 706-643-1962 (International). The call will also be
available online at https://www.wellsfargo.com/about/investor-relations/events/
and https://engage.vevent.com/rt/wells_fargo_ao~35883187.
A replay of the conference call will be available beginning at 11:30
a.m. PT (2:30 p.m. ET) on Friday, December 16 through Friday, December
30. Please dial 855-859-2056 (U.S. and Canada) or 404-537-3406
(International) and enter Conference ID 35883187#. The replay will also
be available online at https://www.wellsfargo.com/about/investor-relations/events/
and https://engage.vevent.com/rt/wells_fargo_ao~35883187.
Cautionary Statement About Forward-Looking Statements
This news release contains forward-looking statements about our future
financial performance and business. Because forward-looking statements
are based on our current expectations and assumptions regarding the
future, they are subject to inherent risks and uncertainties. Do not
unduly rely on forward-looking statements as actual results could differ
materially from expectations. Forward-looking statements speak only as
of the date made, and we do not undertake to update them to reflect
changes or events that occur after that date. For information about
factors that could cause actual results to differ materially from our
expectations, refer to our reports filed with the Securities and
Exchange Commission, including the discussion under “Risk Factors” in
our Annual Report on Form 10-K for the year ended December 31, 2015 and
in our Quarterly Report on Form 10-Q for the quarter ended September 30,
2016, as filed with the Securities and Exchange Commission and available
on its website at www.sec.gov.
About Wells Fargo
Wells Fargo & Company (NYSE: WFC) is a diversified, community-based
financial services company with $1.9 trillion in assets. Founded in 1852
and headquartered in San Francisco, Wells Fargo provides banking,
insurance, investments, mortgage, and consumer and commercial finance
through more than 8,600 locations, 13,000 ATMs, the internet
(wellsfargo.com) and mobile banking, and has offices in 42 countries and
territories to support customers who conduct business in the global
economy. With approximately 269,000 team members, Wells Fargo serves one
in three households in the United States. Wells Fargo & Company was
ranked No. 27 on Fortune’s 2016 rankings of America’s largest
corporations. Wells Fargo’s vision is to satisfy our customers’
financial needs and help them succeed financially.