Jim S Miller

Thoughts on the Client Experience and Banking

Banks Show Big Increases in 2012 Temkin Customer Experience Ratings

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PNC improves the most, Regions has sharpest decline

The 2012 Temkin Experience Ratings show customers have become more satisfied with their recent interactions at banks. The Temkin Group report rates 206 companies across 18 industries. Sam’s Club and Publix Supermarkets took the top two spots, with “a credit union” tied for third place with 6 other companies (fast food and supermarket companies).

The overall score for the banking industry is 65, up 3 points from 2011. Thirteen of the 16 banks in the category increased from 2011 while the score at 3 banks declined.  PNC’s score increased the most of any of the 206 companies, with an increase of 16 points, while Regions’ score had the greatest drop, going down 13 points since last year.

2012 Score

2011 Score

Change from 2011

A credit union

80

68

+12

PNC

77

61

+16

TD Bank

73

67

+6

USAA

73

69

+4

ING Direct

72

63

+9

Fifth Third

68

62

+6

SunTrust

66

63

+3

Bank Average

65

62

+3

Chase

65

61

+4

US Bancorp

63

60

+3

Wells Fargo

63

61

+2

Citizens

62

59

+3

Capital One

60

58

+2

Regions

60

73

-13

HSBC

58

52

+6

Bank of America

55

59

-4

Citibank

51

57

-6

 

 

In spite of all the bad press banks have received in the last several years, the customer experience scores for the industry compare favorably to many other industries.  Out of the 18 industries in the Temkin survey, Banks have the fifth highest average experience score (tied with Hotels). Banks have the greatest range of scores, from a low of 51 (Citibank) to a high of 80 (“a credit union”).  Overall the industry rates well, but there is a wide range of performance and ample room for improvement.

The Temkin Experience Ratings are based on consumer feedback of their recent interactions with companies. They asked consumers to rate three components of the experience, Functional, Accessible, and Emotional, on a 7-point scale. For each component, they take the percentage of consumers that gave a rating of 6 or 7 and subtract the percentage that gave a rating of 1, 2, or 3. This results in a “net goodness” rating for each of the three components. The overall Temkin Experience Rating is an average of the three “net goodness” percentages.  Additional details and complete rankings can be found at http://www.temkinratings.com/.

 

 

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