Trends Report

The US Banking Customer Experience Index, 2020

How U.S. Banks Earn Loyalty With The Quality Of Their Experience

September 1st, 2020
TJ Keitt, null
TJ Keitt
Sam Karpinski, null
Sam Karpinski
With contributors:
Peter Wannemacher , Alyson Clarke , Brian Mukasa , Harley Manning , Ben Salamin , Kara Hartig


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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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.