Trends Report

The US Financial Services Customer Trust Index, 2022: Banks

How US Banks Earn Customers’ Trust

December 12th, 2022
With contributors:
David Hoffman , Sohm Gough , Michelle Yaiser , Niraj Patel , Brianna Karls , Aaron Suiter , Jen Barton


New in 2022, Forrester has developed the Financial Services Customer Trust Index (FS Customer Trust Index) to assess the level of trust customers have with their financial services providers. Why does this matter? Trust drives revenue. This report answers the question, “Which US banks are earning the most customer trust and how are they earning that trust?” We reveal the complete rankings of 17 US banking brands that were analyzed as part of the FS Customer Trust Index in 2022. Customer experience, digital, and marketing executives can use this report to inform their ongoing improvement efforts to earn customers’ trust.

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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.