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.