Customer experience

Fostering strong relationships with our customers

We know life is complex, and even the best moments in life can come with financial challenges. In good times and challenging times, we are here for our customers to help them through whatever comes their way, so they can focus on what matters most. We’re constantly working to adapt and respond to customer needs to provide the best customer experience and financial solutions possible.

Highlights from our latest customer engagement efforts

 

Newsweek

Best Customer Service

America's Best Banks
list 2022

2 consecutive years

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. At our Customer Care center, in our branches, through our Commerce Bank CONNECT^® app, by chat, and on our 24/7 phone line, we are able to connect with customers to help work through their challenges and further strengthen our relationships with customers.

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

Reducing barriers with Velocity Pay

As of 2021, 4.5 percent of U.S. households were “unbanked,” which means household members had no checking or savings account with a bank.¹ We are committed to helping to lower barriers to financial stability by offering safe, affordable banking solutions to all consumers.

Our product Velocity Pay is accessible to individuals establishing their first relationship with a bank or looking for an alternative financial solution to a traditional deposit account. We received the BankOn certification seal, as we aligned the product to meet the low-cost needs of the “unbanked” segment. To learn more, visit our website.

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

 

Newsweek

Best Customer Service

America's Best Banks list 2022

2 consecutive years

Community Reinvestment Act

Outstanding
Rating

26 consecutive years

Forbes

America's Best Midsize Employers

5 consecutive years

For more information, download our Environmental, Social and Governance Report.^[PDF]