U.S. Bank ranked 11th in the Midwest for customer service and was the top-ranked big Minnesota bank in the region, according to the 2017 JD Power annual U.S. Retail Banking Satisfaction Study.
The national survey was based on responses from more than 78,000 retail banking customers of 136 of the largest banks in the United States.
In the Midwest region that includes Minnesota, Wells Fargo, the Twin Cities largest bank by market share, was ranked 18th. Wells Fargo was hit by a consumer account-opening scandal last year that cost the bank hundreds of millions in penalties and untold reputational damage.
Wintrust Community Bank, based in suburban Chicago, was ranked first among the 20 largest banks in the Midwest. It was followed by First National Bank of Omaha. Associated Bank of of Wisconsin, which has a large Twin Cities presence, was ranked fifth by surveyed consumers.
BMO Harris in the Twin Cities was ranked 15th, followed by Bremer Bank [16], Wells Fargo and TCF Bank [20]. TCF recently has invested in technology to improve its online-customer experience.
Bob Neuhaus, financial services consultant at J.D. Power, said strong digital and in-office experiences is key to consumer appreciation.
"Digital banking is now the most frequently used channel with rapid growth in mobile banking," Neuhaus said in a statement. "That said, consumers still rely on branches in situations when they are opening accounts, seeking advice or in need of special assistance."
