Report

The US Banking Customer Experience Index, 2022

How Banks Earn Loyalty With The Quality Of Their Experience

June 7th, 2022
With contributors:
Rick Parrish, Sam Karpinski, Ananya Suresh, 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 26 banking brands that were analyzed as part of the US CX Index in 2022. Customer experience professionals can use this report to inform their ongoing improvement efforts.

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