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For Customer Experience Professionals

The US Banking Customer Experience Index, 2020

How US Banks Earn Loyalty With The Quality Of Their Experience

September 1, 2020

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Why Read This Report

How well do leading banks earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 18 multichannel banks and credit unions and nine direct banks that we analyzed as part of Forrester's US Customer Experience Index (CX Index™). We also unveil trends in CX quality and the role that emotion plays in CX. Customer experience professionals at banks can use this report to inform their ongoing improvement efforts.

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Table of Contents

  • Forrester's CX Index Methodology And COVID-19
  • Navy Federal Leads Multichannel Banks, And USAA Tops Direct Banks
  • The Three Dimensions Of CX Quality Differ By Channel
  • The Keys To Achieving CX Leadership For Banking
  • Recommendations

  • Chart Your Course To CX Transformation
  • What It Means

  • How Forrester Can Help
  • Supplemental Material
  • Related Research Documents

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