Banks

The ACSI has over two decades of experience analyzing customer satisfaction with commercial banks that provide services to U.S. consumers. Each year, the ACSI interviews hundreds of customers about recent experiences with the checking, savings, or loan services offered by their banks. The customer survey data serve as inputs to ACSI’s proprietary model, which embeds customer satisfaction within a series of cause-and-effect relationships.

Bank Benchmarks »

Bank Customer Experience Benchmarks

For banks, the ACSI captures customer opinions about critical elements of the customer experience, including:

    • Variety of financial services
    • Adding or making changes to accounts
    • Interest rate competitiveness
    • Branch numbers and locations
    • Understanding account information
    • ATM numbers and locations
    • Staff courtesy and helpfulness
    • Financial transaction speed in branch
    • Quality of mobile app
    • Reliability of mobile app
    • Call center
    • Website

ACSI Finance, Insurance, and Health Care Report 2019-2020 »

The ACSI Client Advantage

Bank industry clients can take advantage of ACSI's competitive and cross-industry benchmarking capabilities through two products: ACSI BenchmarkSM and ACSI DiagnosticSM.

ACSI clients gain access to confidential bank industry data spanning more than two decades, with over 30 data points per year for the largest institutions in the industry. Key metrics include customer expectations, customer perceptions about the value and quality of their actual experiences, customer complaints, and customer retention.

ACSI’s proprietary modeling helps clients gauge their own bank’s performance in relation to industry peers and best-in-class companies in other industries. Bank clients also access ACSI’s full array of customer experience benchmarks for their own industry as well as obtain actionable data for improving the customer experience.

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