Trends Report

The US Banking Customer Experience Index, 2017

How US Bank Brands Earn Loyalty With The Quality Of Their Experience

October 4th, 2017
Alyson Clarke, Principal Analyst
Alyson Clarke Principal Analyst
Dylan Czarnecki, null
Dylan Czarnecki
With contributors:
Harley Manning , Benjamin Ensor , Mike Chirokas , William Willsea , Rachel Birrell

Summary

How well do leading bank brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 28 banking brands — both direct banks and traditional retail banks — that were analyzed as part of the US CX Index. We also unveil surprising 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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