Trends Report

The US Banking Customer Experience Index, 2021

How US Banks Earn Loyalty With The Quality Of Their Experience

January 26th, 2022
Alyson Clarke, Principal Analyst
Alyson Clarke Principal Analyst
Nicole Murgia, Senior Researcher
Nicole Murgia Senior Researcher
With contributors:
Harley Manning , Sam Karpinski , Daniel Portillo , Shayna Neuburg

Summary

How customers perceive a brand influences how much they spend with the brand and whether they recommend it, as well as how likely they are to forgive the brand’s missteps. This report answers the question, “Which banks are providing the best customer experience (CX), and how are they improving the quality of their experiences?” We reveal the complete rankings of the combined 27 direct and multichannel banks that were analyzed as part of the US Customer Experience Index (CX Index™) in 2021. Customer experience professionals can use this report to inform their ongoing improvement efforts.

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