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 info@cescx.com.
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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 info@cescx.com. 

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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.