Thursday, March 04, 2021View Showroom
Coming off a year in which more U.S. Bank customers than ever turned to digital tools, the mobile check deposit feature in our U.S. Bank Mobile App has been recognized as best in class.
Cornerstone Advisors rated the feature as No. 1 in the industry for customer experience, based on factors including deposit limits, error prevention, real-time status updates, auto-capture functionality and more.
In its 2021 Mobile Deposit Benchmark report, the firm wrote, “It’s clear that U.S. Bank has taken the importance of mobile banking very seriously and truly demonstrates what a powerful tool mobile deposit can be for customers. Effortless to use and confidently designed, the bank’s consistent improvements have brought it to the top.”
Over the past year, our customers have used mobile check deposit more than ever before, snapping photos of stimulus checks, birthday gifts and more. They have also looked to digital tools for other needs, especially simple tasks. In our most recent quarterly earnings, we shared that 77% of transactions are now completed digitally.
With banking defined as an essential service for Americans during the pandemic, thousands of U.S. Bank employees have also continued serving customers at our branch locations. We have adapted our branch operations to enhance safety by both expanding the use of drive-up lanes and by using appointments to limit the number of people in a branch at one time, but the trend towards digital has made a huge difference for customers and bankers alike. When customers stop in with a need that could otherwise be completed remotely – including with the help of a banker through offerings such as co-browse – bankers use the opportunity to educate customers on digital offerings, saving them a future trip and freeing up branch employees to help with more complex, branch critical needs.
“We are continually focused on improving the experiences of our customers when they interact with us,” said Tim Welsh, vice chair of Consumer and Business Banking at U.S. Bank. “In recent years, this has meant taking a thoughtful approach to our products and services that gives our customers both ‘do-it-yourself’ and ‘do-it-together’ options.”
As a result of all of these and other efforts, U.S. Bank was rated last year as the most essential bank amid the pandemic in a ranking from The Harris Poll. We are also proud to have been recognized by Fortune as most admired in our industry category for product and service quality and by Newsweek as being the best big bank in 16 states.