Bank / Credit Union

US Bank earns top spot for customer satisfaction

Image via Adobe Stock

April 28, 2023

U.S. Bank has won the top spot for customer satisfaction in the J.D. Power 2023 U.S. Retail Banking Satisfaction Study. This is the third consecutive year the bank has earned this rank, according to a press release.

The study measures satisfaction across seven areas: trust, people, account offerings, customer banking options, time and money saving, digital channels and resolving issues. It surveys retail banking customers of the largest banks on their experiences.

"Customer satisfaction starts with the overall engagement of our team. We work hard to build a well-rounded culture of caring in our branches in California," Carl Jordan, EVP, branch and small business banking, U.S. Bank, said in the release. "Our teams are focused on proactively reaching out to our clients, to understand their financial needs, goals, and ambitions. This is an exciting time, as Union Bank customers join U.S. Bank, and we are looking forward to bringing our purpose-powered ethos and skilled effort to even more customers in California. As the bank's combined clients now have fee-free access to about 1,200 total U.S. Bank in-branch ATMs at approximately 600 branches."

"We know that retail banking satisfaction is no longer predominately about being fast. Our commitment to 'supporting customer during challenging times,' means customers are expecting a personalized mix of knowledgeable advice, thoughtful problem resolution, and guidance on how to meet their financial goals," Sekou Kaalund, head of small business and branch banking, U.S. Bank, said in the release. "It's rewarding to know that our customers are as satisfied with their connections with us, as we are to be of service to them."