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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.

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Ron ShevlinRon Shevlin is a senior analyst at Aite Group, a Boston-based research and advisory firm serving the financial services industry. Ron is a frequent speaker at industry events and bank and credit union strategic planning sessions. His soon-to-be released book, Smarter Bank: Why Money Management is More Important than Money Movement to Banks and Credit Unions will be published in January 2015. Ron's popular blog, Snarketing 2.0, is now a permanent fixture here at The Financial Brand. You can follow Ron on Twitter.

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