Regions Delivers Top Banking Experience

In The 2011 Temkin Experience Ratings, we examined the customer experience across 12 industries. For this post, we will take a closer look at the 16 banks in the ratings.

Banks, as a group, had an average rating of “Okay” and ended up in the middle of the pack; the 5th ranked industry out of 12…

Let’s take closer look at the results for all of the individual banks…

As you can see, Regions is the only bank with a “Good” customer experience rating, but is closely followed by USAA, credit unions (as a group), and TD. At the other end of the spectrum, five banks ended up with “Poor” overall customer experience ratings: HSBC, Citibank, Capital One, Bank Of America, and Citizens.

Let’s take a look at the three components of the Temkin Experience Ratings…

While 10 of the 16 banks crossed the “Good” line for the Functional component of their experience, only the top three made it to that level for the Accessible component.

For more access to the data, visit the Temkin Ratings website.

The bottom line: Banks need to make it easier for customers

You can download a version of this post for printing or sharing.

Written by 

I am an experience management transformist, helping organizations improve business results by engaging the hearts and minds of their customers, employees, and partners. My "job" is Head of the Qualtrics XM Institute. The Institute is still being established, but our goal is to help organizations around the world thrive by mastering Experience Management (XM). As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. And, as many people know, I love to speak about these topics in almost any forum. Prior to joining Qualtrics, I was managing partner of Temkin Group (leading CX research, advisory, and training firm), co-founder and chair of the Customer Experience Professionals Association (CXPA.org), and a VP at Forrester Research. I'm a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Check out my LinkedIn profile: www.linkedin.com/in/brucetemkin

3 thoughts on “Regions Delivers Top Banking Experience”

  1. Hello Bruce,

    Thank you!
    My comment concerns the Temkin group Insight report 2010 (free download).
    I thought this document was very clear and well-written. It certainly was a good read for me and got my neurones buzzing – so thank you for sharing this on your website.

    I would like to add that I feel a major part generally lacking in the customer experience cyle is the ease with which the customer can give feedback. For me companies should be actively encouraging feedback from their customers. Maybe this is why so many customers don’t give feedback, bercause it is such hard work! Often you have to look for how to leave a positive or neagative comment. Often there is no human mail contact, or you phone a “Customer Service” number where you have to gtive all of your peronal details before they even want to know what you have to say!

    If I may add a suggestion: If you would like feedback on the documents you publish (e.g. for the great download I had) it could be a good idea to leave an invitation for action at the end of the document along with your mail address (also a good sales ploy. On you blog I had trouble finding a means of contact.

    Alison from Bizwiz France

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