The strategy: We’ve reported that most customers choose a financial institution (FI) because they recognize and trust the brand, per EPAM’s Consumer Banking Report 2024. But for FIs to ensure their reputations aren’t impeding customer acquisition, they must first know how to evaluate them.

Best practices: CUInsight compiled a list of best practices to help FIs know where they stand in their customers’ eyes:

• Conduct regular surveys and feedback for staff and customers to assess trust, satisfaction, and overall perception.