Citibank has been rated the No 1 bank for customer satisfaction across the retail banking industry with a score of 81 out of a possible 100 points. The bank has beaten high-profile firms like Chase (79) Bank of America (77), and Wells Fargo (76). The rankings have been announced by the American Customer Satisfaction Index (ACSI). Citi achieved this title in both 2016 and 2017 and in 2018 it took second place after Chase. ACSI also deemed Citibank the 2019 leader among national banks in categories including perceived value, customer loyalty, customer retention, ease of adding/changing accounts, competitive rates, and call center satisfaction. The bank has rolled out a range of innovations including new high-yield accounts – a savings account called ‘Citi Accelerate’ and a checking account called ‘Citi Elevate’ – as well as new digital lending solutions (Flex Loan and Flex Pay). It has also brought in new functionalities for the Android version of the Citi Mobile App, including enabling users to see all of their financial accounts through the Citi app and a new menu with shortcuts to tools that are popular with customers like FICO Score, Check Deposit, and Bill Pay, among others. Citibank was also the 2019 US leader in mobile banking according to Business Insider Intelligence’s third annual US Mobile Banking Competitive Edge Study
