USAA, Credit Unions Rule the Customer Experience Roost
3. Overall Improvement
As mentioned, the banking industry in general has seen an uptick in customer experience ratings, according to Temkin. In fact, the industry has been steadily improving over the last three years, from an average Temkin Experience Rating of 62% in 2011 to 68.6% this year. Banks also made the largest improvement of any industry between 2012 and 2013, gaining 3.4 percentage points.
[A How-To Guide To Improving Customer Experience]