Vision Report

The US Financial Services Customer Trust Index Rankings, 2022

How Well US Financial Services Firms Earn Customers’ Trust

November 4th, 2022
With contributors:
David Hoffman , Michelle Yaiser , Sohm Gough , Niraj Patel , Brianna Karls , Zachary Stone , Aaron Suiter , Jen Barton

Summary

New in 2022, Forrester has developed the Financial Services Customer Trust Index (FS Customer Trust Index) to assess the level of trust consumers have with their financial services providers. Why does this matter? Trust drives revenue. How well did US financial services firms earn customers’ trust in 2022? We reveal the scores and rankings of 54 US brands across auto and home insurance, banking, credit card issuers, and investment firms, analyzed as part of Forrester’s US Financial Services Trust Index, 2022. Customer experience, financial services, 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.