USAA banking earned the highest score --and Capital One 360 the second highest -- of any company in the 2014 Temkin Web Experience Ratings, which measured online customer experience for companies covering 19 different industries. USAA’s credit card business, TD Bank, U.S. Bank and credit unions were also among the top 13 highest-rated companies in the rankings, which were complied by the Temkin Group and based on a survey of 10,000 U.S. consumers.
[For More On Customer Experience in Banking, Check Out: Big Data and Humanizing the Customer Experience]
USAA’s top score was 82%, followed Capital One 360’s 78%. Other major banks in the study included TD Bank (72%), U.S. Bank (70%), Wells Fargo (66%), Chase (65%) and Bank of America (60%).
eBay, Amazon.com and Nordstrom were among the others in the top 13. Banking was one of the 17 industries in the study that improved its aggregate score since last year’s ratings.
Jonathan Camhi has been an associate editor with Bank Systems & Technology since 2012. He previously worked as a freelance journalist in New York City covering politics, health and immigration, and has a master's degree from the City University of New York's Graduate School ... View Full Bio