Regions Delivers Top Banking Experience
April 15, 2011 3 Comments
In The 2011 Temkin Experience Ratings, we examined the customer experience across 12 industries. For this post, we will take a closer look at the 16 banks in the ratings.
Banks, as a group, had an average rating of “Okay” and ended up in the middle of the pack; the 5th ranked industry out of 12…
Let’s take closer look at the results for all of the individual banks…
As you can see, Regions is the only bank with a “Good” customer experience rating, but is closely followed by USAA, credit unions (as a group), and TD. At the other end of the spectrum, five banks ended up with “Poor” overall customer experience ratings: HSBC, Citibank, Capital One, Bank Of America, and Citizens.
Let’s take a look at the three components of the Temkin Experience Ratings…
While 10 of the 16 banks crossed the “Good” line for the Functional component of their experience, only the top three made it to that level for the Accessible component.
For more access to the data, visit the Temkin Ratings website.
The bottom line: Banks need to make it easier for customers
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