Regions and Citizens Earn Top Customer Experience Ratings for Banks

Temkin Experience RatingsWe recently released the 2017 Temkin Experience Ratings that ranks the customer experience of 331 companies across 20 industries based on a survey of 10,000 U.S. consumers.

Regions and Citizens deliver the best customer experience in the banking industry, according to the 2017 Temkin Experience Ratings.

Regions took the top spot out of the 15 banks included in this year’s ratings, earning a score of 82% and coming in 4th place overall out of 331 companies across 20 industries. Citizens came in a close second with a score of 79% and an overall rank of 22nd.

Overall, the banking industry averaged a 72% rating in the 2017 Temkin Experience Ratings and came in 5th place out of 20 industries. The average rating of the industry improved by five percentage-points between 2016 and 2017, going from 67.3% to 72.0%.

The ratings for all banks increased between 2016 and 2017. Citizens improved the most, gaining 18 points, while TD Bank improved the least, gaining only one point.

See our FAQs about the Temkin Experience Ratings.

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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 (, 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:

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