Regions and Citizens Earn Top Customer Experience Ratings for Banks

Temkin Experience RatingsWe recently released the 2017 Temkin Experience Ratings that ranks the customer experience of 331 companies across 20 industries based on a survey of 10,000 U.S. consumers.

Regions and Citizens deliver the best customer experience in the banking industry, according to the 2017 Temkin Experience Ratings.

Regions took the top spot out of the 15 banks included in this year’s ratings, earning a score of 82% and coming in 4th place overall out of 331 companies across 20 industries. Citizens came in a close second with a score of 79% and an overall rank of 22nd.

Overall, the banking industry averaged a 72% rating in the 2017 Temkin Experience Ratings and came in 5th place out of 20 industries. The average rating of the industry improved by five percentage-points between 2016 and 2017, going from 67.3% to 72.0%.

The ratings for all banks increased between 2016 and 2017. Citizens improved the most, gaining 18 points, while TD Bank improved the least, gaining only one point.

See our FAQs about the Temkin Experience Ratings.

About Bruce Temkin, CCXP
I'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about these topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

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