Trends Report

The US Banking Customer Experience Index, 2018

How US Banks Earn Loyalty With The Quality Of Their Experience

June 19th, 2018
August du Pont, null
August du Pont
With contributors:
Harley Manning , Benjamin Ensor , Piers Conway , Shayna Neuburg

Summary

How well do leading banks earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 18 multichannel banks and 10 direct banks that were analyzed as part of the US CX Index. We also unveil 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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