Temkin Experience Ratings Industry Snapshot: Banks

We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion. See our FAQs about the Temkin Experience Ratings.

Citizens Bank and credit unions earn top customer experience (CX) scores for the banking industry, according to 8th annual Temkin Experience Ratings of 318 companies.Congratulations to Citizens Bank and credit unions for earning the best customer experience scores in the banking industry.

Of the 15 banks included in this year’s Ratings, Citizens and credits unions tied for the top spot. Each earned a score of 83% and came in 2nd place overall out of 318 companies across 20 industries. Two other banks received “excellent” ratings: USAA, which scored 82% and placed 7th overall, and Regions, which scored 81% and placed 12th overall.

Overall, the banking industry averaged a 73% rating in the 2018 Temkin Experience Ratings and came in fourth place out of 20 industries. The average rating of the industry improved by 1.1 percentage-points between 2017 and 2018, going from 72.0% to 73.1%.

Fifth Third’s customer experience score improved the most over the previous year, gaining six percentage-points. SunTrust Bank’s score, on the other hand, declined the most, dropping by 3 points.

You can download the free report or purchase the dataset.

Citizens Bank and credit unions earn top customer experience (CX) scores for the banking industry, according to 8th annual Temkin Experience Ratings of 318 companies. Citizens Bank and credit unions earn top customer experience (CX) scores for the banking industry, according to 8th annual Temkin Experience Ratings of 318 companies.

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

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