Bancography | Branch Planning, Marketing Research, Brand Strategy

Financial Services Customer Experience Twaddle

Bank Systems & Technology reported on a study capturing consumers’ perceptions of customer experience quality in financial services. The key findings include:

  • Credit unions (as a whole) scored best. USAA took second place, followed by ING Direct and TD Bank.
  • Citi moved big. According to BS&T:  “Citi saw a jump of 15 percentage points, which represented the largest improvement by any company across all industries.”
  • Banks moved big. Across all industries included in the study, banks scored the highest improvement between 2012 and 2013, gaining 3.4 percentage points.

My take: Nonsense. Total twaddle.


Ron ShevlinRon Shevlin is Director of Research at Cornerstone Advisors. Check out Ron's book, Smarter Bank.. According to Brett King, “Ron is famous for his snarky sense of humor, and his well-researched, well-considered takes on banking and customer behavior. If you are in banking, you should read it — you will come away smarter and better informed." New! The Kindle version is here!

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