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The Financial Brand Forum 2016 | May 16-18 | Cosmopolitan of Las Vegas

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. Get a complimentary copy of his latest research report, Technology Management Complexity: Drowning in a Sea of Technology Projects.

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The Financial Brand Forum 2016 | May 16-18 | Cosmopolitan of Las Vegas

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