J.D. Power Ranks U.S. Bank Highest in Customer Satisfaction for Retail Banking in California
April 20 2023 - 8:00AM
Business Wire
For the third consecutive year, U.S. Bank
receives the prestigious statewide accolade
An effective mix of digital offerings and a caring team of
highly skilled banking professionals has become the formula for
customer satisfaction at U.S. Bank in California. For three
consecutive years U.S. Bank has received the highest score in
California in the J.D. Power 2023 U.S. Retail Banking Satisfaction
Study of customers’ contentment with their primary bank.
The U.S. Retail Banking Satisfaction Study, now in its 18th
year, measures satisfaction across seven factors: trust; people;
account offerings; allowing customers to bank how and when they
want; saving time and money; digital channels; and resolving
problems or complaints. The study is based on responses from retail
banking customers of the largest banks in the United States
regarding 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. Our teams are focused on proactively
reaching out to our clients, to understand their financial needs,
goals, and ambitions,” said Carl Jordan, executive vice president,
branch and small business banking for California, who has been at
the helm of statewide branch banking for the company since 2021,
when U.S. Bank first earned the top customer satisfaction ranking
in the state. “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.”
With the MUFG Union Bank acquisition, U.S. Bank will gain more
than 1 million loyal consumer customers and about 190,000 small
business customers on the West Coast in addition to significant
loans and deposits. The combination will improve U.S. Bank’s
deposit position in California from 10th to 5th.
“U.S. Bank is a purpose-driven company, we are here to use our
hearts and minds to power human potential. We do this for our
teams, our customers, and in our communities,” said Tim Welsh, U.S.
Bank vice chairman of consumer and business banking. “Our
innovative video banking options, and award-winning mobile app* in
English and Spanish, are tools that have revolutionized the way we
are able to take care of our customers. Our ‘digital plus people’
strategy means using modern technology along with old-fashioned
compassionate customer service.”
“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,”
said Sekou Kaalund, U.S. Bank head of small business and branch
banking. “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.”
About J.D. Power
J.D. Power is a global leader in consumer insights,
advisory services and data and analytics. A pioneer in the use of
big data, artificial intelligence (AI) and algorithmic modeling
capabilities to understand consumer behavior, J.D. Power has been
delivering incisive industry intelligence on customer interactions
with brands and products for more than 50 years. The world's
leading businesses across major industries rely on J.D. Power to
guide their customer-facing strategies.
J.D. Power has offices in North America, Europe and Asia
Pacific. To learn more about the company’s business offerings,
visit JDPower.com/business. The J.D. Power auto shopping tool can
be found at JDPower.com.
About U.S. Bank
U.S. Bancorp, with approximately 77,000 employees and $675
billion in assets as of December 31, 2022, is the parent company of
U.S. Bank National Association. The Minneapolis-based company
serves millions of customers locally, nationally, and globally
through a diversified mix of businesses: Consumer and Business
Banking; Payment Services; Corporate & Commercial Banking; and
Wealth Management and Investment Services. MUFG Union Bank,
consisting primarily of retail banking branches on the West Coast,
joined U.S. Bancorp in 2022. U.S. Bank has been recognized for its
approach to digital innovation, social responsibility, and customer
service, including being named one of the 2023 World’s Most Ethical
Companies and Fortune’s most admired superregional bank. Learn more
at usbank.com/about.
* The U.S. Bank Mobile App awards include:
- No. 1 in Insider Intelligence’s 2022 Mobile Banking
scorecard
- No. 1 in the Keynova Group Mobile Banking scorecard
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version on businesswire.com: https://www.businesswire.com/news/home/20230420005300/en/
Evan Lapiska, Minnesota, 724-816-0624,
evan.lapiska@usbank.com Ann Penn, California, 951-233-4142,
ann.penn@usbank.com
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