At U.S. Bank, providing an outstanding customer experience is a company priority and is as essential as our financial performance is to the success of our company.
Employees are recognized and rewarded for providing superlative customer service, just as they are for achieving financial and operational goals.
We follow up on our customers’ experience with us through regular surveys, and we track the results to achieve continuous improvement. Our employees are trained and equipped to assure excellent service, and our quality products and services meet the needs of individuals, families, businesses and communities.
As we focused on our customers and our communities, customers gravitated to U.S. Bank — and they still do.
In the face of new regulations under legislation following the economic crisis, U.S. Bank has taken the lead in offering our customers choices about how they want to structure their accounts. We responded to the call for more clarity with clear, understandable disclosures and other changes that both met new regulatory requirements and benefitted our customers.
U.S. Bank was at the forefront of our industry in supporting thoughtful, customer-focused financial reforms. Our proactive steps to make banking more transparent increased our reputation as a bank of integrity and customer service, while our stability and strength created a measurable flight to quality as new customers chose U.S. Bank as their financial partner. Customers rank U.S. Bank highly in overall satisfaction, quality and value according to the American Customer Satisfaction Index (ACSI) research conducted in the third quarter of 2010. Our overall satisfaction score once again exceeded the industry average and the other four largest banks in the country. In customer loyalty, U.S. Bank scored significantly higher than the bank industry average.
U.S. Bank also had strong showings in recently released J.D. Power and Associates Customer Satisfaction Studies on home mortgage servicing and credit card customer satisfaction. U.S. Bank owned the lead among traditional bank credit card issuers and was rated third overall in the J.D. Power and Associates Customer Satisfaction study. Additionally, U.S. Bank Home Mortgage placed third in the J.D. Power and Associates 2010 Primary Mortgage Servicer Study.
Banking on outstanding service and customer experience
U.S. Bank has kept its focus on its customers — and the employees who serve them — throughout the economic downturn. While other banks may have been distracted by critical financial and capital issues, U.S. Bank continued its initiatives to claim the lead position in customer experience. We have the service policies and practices in place to support our employees and their continuous efforts to make the customer experience at U.S. Bank exceptional.
The most prestigious of U.S. Bank’s many service recognition programs for employees is our “Circle of Service Excellence.” Employees are nominated by co-workers or customers for specific examples of outstanding service and winners receive both public recognition and financial compensation.
