Customer Experience Solutions News

New Banking Benchmarks Available

January 2019

The latest benchmarks are now available, and one thing is clear from the results: Banks that want to grow their portion of the market share must focus on customer experience. With only a little more than a third of households considered “highly loyal” to their banks, there is plenty of opportunity to improve what you do and attract new customers as well. Learn more by requesting your bank’s benchmarks.

PA and NH join CT, MA, RI, NY, NJ as states covered by the Customer Experience Benchmarks

December 2018

Customer Experience Solutions is pleased to announce the addition of two new states to our customer experience benchmarks. For the first time, benchmarks will be reported for both Pennsylvania and New Hampshire, in addition to Connecticut, Massachusetts, Rhode Island, New York, and New Jersey. Learn more by requesting your bank’s benchmarks.

July 2018 Banking Customer Benchmarks Now Available

August 2018

The latest banking customer benchmarks reveal enormous opportunity for community banks and credit unions, with more than 3 million banking households up for grabs and 30% of businesses open to changing banks. In our latest banking customer benchmarks, we discover that big banks have a loyalty problem. What will it take for community banks and credit unions to step in and take those customers? 4 things hold banking customers back. Learn more by requesting your bank’s benchmarks. View our infographic.

CT and MA Community Banks and Credit Unions Honored at Banking Choice Awards

April 2018 – Community banks and credit unions in Massachusetts and Connecticut have been recognized as top providers of Overall Quality, Customer Service, Technology, and Community Contribution in the first annual Banking Choice Awards.

The Banking Choice Awards – developed in conjunction with The Warren Group and Customer Experience Solutions – celebrate the many banks and credit unions in Connecticut and Massachusetts that provide outstanding service to their customers and members based exclusively on customer feedback.  Read the full press release.

Bruce Paul Speaks at Bank World


Watch the full presentation here.

2018 Community Bank Benchmarks Now Available

January 2018

The 2018 trends in our benchmarks continue to reveal opportunities for success. Community banks must be ready to embrace changes, particularly in the realm of technology, to step up their competition with the big banks. Size is no excuse, with technology being readily available to banks of all sizes, and lack of training is not a good excuse either. No longer can smaller banks cede the higher ground to the larger banks. In our latest Prospect Benchmark results, we have seen that the technology gap between big and small banks is narrowing. While this a result of what is happening inside the banks themselves, as the smaller banks continue to improve managed services, there is a tightening of the gap in a place at least as important: in the minds of consumers. Read more.

To view the individual results for any bank, please email
Read more.

Get Report

July 2017

New Benchmarks for New York Reveal Community Bank Insights

In this ranking, we can see the impact of the most recent managed services changes several of the banks have undertaken as well as the new customer-facing approach others have implemented.  Each bank will be eager to see how they are trending, especially against their key competitors.

This is especially important since 23% of customers are vulnerable and 11% are actively looking to switch right now.

To view the individual results for any single bank on all 50 metrics, in New York City, or anywhere else in the tristate region, please email 

Read more.

Get Report

December 2016

Top Ten Banks for Customer Service in Connecticut Ranked in Latest Customer Benchmark Survey by Customer Experience Solutions

WESTPORT, Conn.–(BUSINESS WIRE)–Customer Experience Solutions (CESCX), an independent research and consulting firm, has released the latest Customer Service rankings for Connecticut banks from its Customer Benchmark, a large-scale study of bank customers in each of the eight Connecticut counties. The study was conducted in October and November 2016 and provides a fresh look into a very competitive banking market. Read more.

Read more…

Read the highlights about New Jersey’s and Pennsylvania’s banking benchmarks in the winter 2019 edition of Banking Mid Atlantic. More.

In this special marketing issue of Banking New England, learn how to optimize your mobile site, understand why customers can be easily enticed to switch banks, and get an inside look at the New England Financial Marketing Association conference, featuring an article by Bruce Paul. Read more.

Community contribution increases consideration by prospective customers by 126 percent and current customer loyalty by 88 percent. But are you getting credit for it? Bruce Paul explores community bank recognition in Banking New York. Read more.