CXLign
Customer Loyalty Is Your Main Asset
To improve customer loyalty, you need to measure it. We help you pinpoint your strengths and challenges based on the views of your customers and prospects.
The Banking Benchmarks
Unbiased customer feedback on your most valuable asset, your customers.
Customized and Focused Reporting
Servicing banks and credit unions of every size.
The Value of Objective Feedback
Turning words into data that identifies your strengths and opportunities.
The Banking Benchmarks ®
Compares Your Ratings vs Your Local Competitors
The Customer Experience Benchmarks®
Knowing your customers’ perception of your bank compared to others is an invaluable tool to help drive growth. These reports show how customers rate your bank on 50+ metrics, how that compares to local competitors, and how your procedures and policies (in technology, training, staffing, etc.) are impacting customers.
It also reveals what percentage of your current customer base is loyal and what percentage is vulnerable (and why). In order to ensure the interviews are objective, we reach out directly to all bank customers (yours and your competitors’) and do not go through any bank to do so. As such, we avoid the response bias that you may get in conducting surveys directly with your own customers.

Profit Potential
Share of wallet
Loyalty
Vulnerability
Processes
Mobile apps
Online tools
Loan process
Phone assistance
People
Staff friendliness and responsiveness
Proactively recommending solutions
Understanding customer needs
The Prospect Brand Benchmarks®
Knowing the value of the brand and what drives potential customers to your bank is an important element when driving growth. These reports show what percentage of prospects (non-customers) are aware of your bank, how many would consider using your bank in the future, and the effectiveness of marketing in driving a strong reputation. The report also details exactly what would make local prospects switch banks.
It is important to note that because this research is syndicated, we are able to complete tens of thousands of honest evaluations at a very reasonable price point.

Market Potential
Percentage of prospects switching banks
Primary local reasons for switching banks
Impact
Awareness among non-customers
Consideration among prospective customers
Brand drivers
Reputation
Community contribution
Interest rates
Convenient locations
Technology & tools
Customer service
Overall quality
Prospect Perception Is Your Reality
In-depth, informative and personalized reporting.
Our research methodology is extensive in order to yield the most comprehensive results specific for every bank.
- 200,000+ Interviews Annually (4mm reviews)
- 20,348 Zip Codes Covered
- 5,000+ Banking Institutions Included
- 850+ Counties
- 18 States
- 1 Unique Report: Yours
Request Benchmark Data on Your Bank
One-Off Strategic Reports
(available to subscribers)