U.S. Bank has earned high praise for its customer service as reported in the 2013 Temkin Customer Service Ratings released this week. The company ranked third in the banking industry and 36th overall among 235 companies representing 19 industries. U.S. Bank had one of the strongest gains in 2013 compared to 2012 when it ranked 126th overall and 10th among banks.
The news comes on the heels of another Temkin report issued earlier this month – the 2013 Temkin Web Experience Ratings – in which U.S. Bank ranked fifth nationally for its web user experience among 211 companies in 19 industries. U.S. Bank was among the leaders in improvement in that ranking as well, moving from 33rd in 2012 to 5th in 2013.
U.S. Bank has placed best-in-class customer service at the heart of its brand with investments in better systems and business practices that drive customer loyalty. The company has introduced new tactics including a first call problem resolution practice in 24 hour banking that aims to resolve a customer’s question with just one inquiry to customer support. U.S. Bank has also rolled out enhancements to its online and mobile offerings that make it easier for customers to do business with the bank. These investments continue to strengthen the customer’s experience with U.S. Bank, whether interacting in person, on the phone, through the web or mobile device.
Temkin Ratings is an offering of Temkin Group, a Massachusetts-based customer experience research and consulting firm recognized for their work in organizational leadership, employee engagement and customer loyalty. The firm’s ongoing research identifies leading and emerging best practices across a wide range of activities for engaging the hearts and minds of customers, employees, and partners. Visit them on the web at www.TemkinGroup.com.
U.S. Bancorp (USB), with $353 billion in assets as of June 30, 2013, is the parent company of U.S. Bank, the 5th largest commercial bank in the United States. Celebrating its 150th anniversary this year, the company operates 3,087 banking offices in 25 states and 5,032 ATMs and provides a comprehensive line of banking, brokerage, insurance, investment, mortgage, trust and payment services products to consumers, businesses and institutions. Visit U.S. Bancorp on the web at www.usbank.com.
- Banking & Budgeting
Teri Charest, 612-303-0732