Trends Report

The US Banking Customer Experience Index, 2019

How US Banks Earn Loyalty With The Quality Of Their Experience

September 27th, 2019
With contributors:
Benjamin Ensor , Harley Manning , Piers Conway , Ben Salamin , Peggy Dostie

Summary

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 10 direct banks that we analyzed as part of the US CX Index. We also unveil trends in CX quality and the role that emotion plays in CX. Customer experience professionals can use this report to inform their ongoing improvement efforts.

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