Customer experience

Fostering strong relationships with our customers

Life is full of questions about money. But the only answers we care about are the ones that are right for the ever-changing wants and needs of our customers. We’ve been helping them find the answers that matter and providing the right financial solutions for nearly 160 years. Whether they need help setting short-term goals or planning for their future, we have the financial tools and strategies our customers need to meet their challenges and take full advantage of their opportunities.

Highlights from our latest customer engagement efforts

89% Customer
Relationship Score

How we engage with customers

We leverage many communication channels to engage with customers to keep them informed as well as gather their feedback. Through our website, blogs, social media channels and email newsletters, we’re able to provide timely advice on topics ranging from paying for college to planning for retirement and everything in between. We’re able to deliver high touch service and sophisticated financial solutions to our customers in our branches, our commercial and wealth offices and through innovative digital solutions helping them work through their challenges and building stronger relationships.

Driving continual improvement

We recognize that a high-quality digital experience is fundamental to our customers’ ability to achieve their financial goals, so we maintain a holistic strategy for gathering, analyzing and acting upon customer feedback quickly. Called “Listen, Assess, Tune,” it helps us collect customer feedback from a wide variety of channels to inform our efforts and continually innovate. We regularly issue updates and improvements to our mobile and desktop products. We are proud to say that as a result, our mobile application has sustained a high rating in the Apple^® App Store and Google Play™ Store.

Product innovation

We know our customers’ financial challenges are always evolving and changing. We understand how important it is that we also continue to evolve the customer experience to help our customers meet new challenges with the best possible solutions. Leveraging customer feedback enables us to proactively design and develop products aligned to our customers’ current and emerging needs.

Helping customers CONNECT

The Commerce Bank CONNECT^® app enhances the customer experience by allowing them to connect directly with their chosen banker via their mobile device.

Customers can handle tasks large and small from the comfort of their home without losing the personal touch of guidance from a Commerce Bank banker.

Learn more about our CONNECT app

Providing an option for clients investing in Environmental, Social and Governance

Many investors are focused on environmental, social and governance priorities and reducing non-financial risks in their portfolios. Commerce Trust has built the capacity to design customized portfolios to support clients’ values while maintaining competitive investment returns. We can develop portfolios that address all three areas of environmental, social and governance or focus on the specific areas of interest for a client. To learn more, please visit our website.

Highlights from our latest social initiatives

Community Reinvestment Act

Outstanding
Rating

28 consecutive years

Forbes

America's Best Midsize Employers

6 consecutive years

For more information, download our Corporate Responsibility Report.^[PDF]