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.
The CESCX Benchmark studies include over 70,000 specific evaluations by retail and commercial banking customers who gave in-depth feedback about the banks they use in terms of service, technology, policies, overall quality, and their likelihood to switch banks.
With the Customer Benchmark, banks can compare their own performance across different geographies, across channels and across products. Moreover, banks can compare themselves against their direct competition to pinpoint their relative strengths and challenges.
The 10 banks with the highest scores in Customer Service in a single county-level market are, in alphabetical order:
- Citizens Bank
- Essex Saving Bank
- Farmington Bank
- Liberty Bank
- Milford Bank
- Salisbury Bank & Trust
- The Savings Institute
- TD Bank
- Thomaston Bank
- Webster Bank
“We received over 70,000 objective ratings by customers of over 80 banks in Connecticut. These top ten ranked banks for Customer Service should be proud of this achievement in such a competitive market,” said Bruce Paul, President and CEO of CESCX. “Customers choose to stay with or leave a bank based on their people, products and tools, problem solving, and policies. By achieving such high ratings for customer service, these banks will surely benefit in customer retention, growth and word-of-mouth referrals.”
CESCX conducts the Customer Benchmark survey semi-annually. Banks use the data to track changes in their own performance and their positioning versus their competition. CESCX is a paid subscription service available in December and June each year. Reports will be available for each of the eight CT counties.
CESCX offers subscription to two different semi-annual Benchmark reports:
|(1)||The Customer Benchmark measures how a bank's own customers evaluate their service and compares these results to competitor ratings.|
|(2)||The Prospect Benchmark reports how the bank's non-customers (prospects) view them so a bank can learn what it would take for these prospects to switch from their current bank.|
About Customer Experience Solutions, LLC.
Customer Experience Solutions, LLC is a Connecticut-based research and consulting company that specializes in customer experience intelligence for the banking industry. Our main goals are to help banks improve their customer loyalty and new customer acquisition, and therefore improve their market share.