Financial service consumers in the “Age of the Consumer” are looking to work with brands that offer better experiences. In a time when financial brands are shifting towards digital solutions, consumers are expecting more out of their local branches. This report takes a look at how well financial service brands are adapting to customer expectations by listening to customer feedback and providing better online to offline experiences.
To capture the scope of the financial services industry, we took multiple lists of financial services companies across all micro-industries and narrowed that down to the top 10 retail banks, top 5 credit unions, top 5 tax companies, top 5 insurance companies, and top 5 check cashing companies based on location count. We analyzed over 15,000 locations from a combined 30 brands and examined their local listing accuracy, review quality, review quantity, and local search rankings to make our conclusions.