Customers Don’t Think Bank Experiences Are Improving
Customer experience (CX) leaders grow revenue faster than CX laggards, drive higher brand preference and loyalty, and can charge more for their products. So how well do banks earn loyalty with the quality of their customer experience?
We’ve just released Forrester’s US Banking Customer Experience Index for 2019.
Based on a survey of more than 101,000 US adult customers in 2019, Forrester’s Customer Experience Index (CX Index™) methodology measures how well a brand’s customer experience strengthens the loyalty of its customers so it can reap these benefits. In this year’s, we use this methodology to benchmark CX quality at 260 US brands, including 18 multichannel banks and 10 direct banks.
Watch the video below to learn which banks were the leaders, how CX drives revenue growth for banks, and why this year’s results tell us that customers don’t think bank experiences are improving.
To learn more about the specific drivers of a great customer experience for banking, and more detailed analysis of the results, check out Forrester’s “The US Banking Customer Experience Index, 2019” report.