Financial satisfaction of people in the U.S. rebounded strongly in the third quarter of the year, according to a new survey by the American Institute of CPAs, reversing the lows in the second quarter in the midst of the recession brought on by the novel coronavirus pandemic.
The AICPA’s Q3 2020 Personal Financial Satisfaction Index measured 33.1, representing a whopping 99 percent (16.5 point) increase from the previous quarter. That’s the biggest quarterly increase in the 27-year history of the PFSi, and a complete turnaround from the second quarter, when the index had its largest ever quarterly drop.
Jennifer Lee is the President and Co-CEO of Intradiem, a company transforming customer service operations through dynamic workforce orchestration and people-first innovation.
Jennifer's career began on the frontlines of the contact center, where she learned firsthand the challenges and potential of customer service work. Over two decades later, she now leads a company she once supported from the inside, proof that empathy and accountability can coexist at scale. Jennifer joined Intradiem in 2015 as Director of Customer Success. Since then, she has held positions as Chief Strategy Officer, Chief Operating Officer and President, before assuming her current role as Co-CEO.
A passionate advocate for human-centric leadership, Jennifer believes that technology should empower, not replace, people. Under her guidance, Intradiem has grown into a market leader known for combining operational excellence with a deeply human culture—one that values wellbeing, learning, and bold curiosity as much as results.
Recognized for her "frontline to CEO" journey, Jennifer frequently speaks about the future of work, leadership in the age of AI, and building resilient organizations rooted in purpose and compassion. She is driven by a simple belief: when you invest in people, performance follows.
Austin Talley, Founder and CEO of Everyware, is passionate about connecting with people and providing excellent customer satisfaction through innovative payment and communications solutions. He has over 20 years of experience in developing new businesses, leading sales teams, increasing market share, and growing the bottom line. Launched in 2015, his company provides services to more than 9,000 merchants across multiple verticals including healthcare, travel, utilities, not-for-profit, and automotive. The platform offers a simple, fast, and secure way to move money while enhancing the ability for merchants to communicate with their customers in real-time with text messaging. It saves them money by improving cash flow and reducing paper billing costs, chargebacks, and fraud. For more information about Everyware, visit Everyware.com or follow on Facebook, Twitter, Instagram and LinkedIn.
Adrienne Penta is the national head of wealth management at SCS Financial.
Previously, she served as principal of private banking and executive director of the Brown Brothers Harriman Center for Women & Wealth. She led the creation of the CW&W, which supports women as they create and manage wealth and seeks to create a dynamic and inclusive environment where women can engage in conversations about wealth, family and values. She also oversaw private banking marketing and sales enablement.
The PFSi is built around various factors, including the labor market. The gains can be mainly attributed to improvements in job openings per capita and underemployment. Those had the biggest impact on increasing the overall PFSi. The biggest factor driving the quarter-over-quarter rally was a 35 percent (37 point) decrease in underemployment. A decrease in underemployment improves overall financial satisfaction in the index. While there was an improvement in underemployment in the third quarter from Q2’s record high, it’s still 117 percent above its level a year ago. For the second consecutive quarter, underemployment is still the biggest negative contributor to the average American’s personal financial satisfaction. The Q3 underemployment level reflects data measured through the middle of September.
“As Americans continue to navigate the economic impact of the COVID-19 pandemic, it is important to remember that the fundamentals of financial planning haven’t changed,” said AICPA PFS Credential Committee chair Dave Stolz in a statement Thursday. “Though the stock market’s record performance is encouraging, 2020 has served as a reminder of the volatile nature of markets. As the impact of COVID-19 continues to play out across the country, investors should weigh their risk tolerance and ensure they have ample cash on hand. Further, a tax-efficient financial plan that includes a diversified portfolio can give confidence that long-term financial goals will remain within reach through this period of extreme uncertainty.”
The coronavirus put millions out of work, prompting job openings per capita to show a record plummet earlier this year. In the third quarter, job openings started to recover, climbing 37 percent (20 points) compared to Q2. That factor is now only 10 percent below its measurement a year ago before the pandemic. The Q3 index comes from July data from the U.S. Bureau of Labor Statistics.
