Case Study: U.S. Bank boosts ratings and streamlines review management with ReviewTrackers

U.S. Bank Leverages ReviewTrackers to Improve the Customer Experience

U.S. Bank, a Minneapolis-based financial services firm with 3,164 branch locations, needed a better way to monitor and respond to customer feedback while meeting strict compliance rules for local listings. The bank had been relying largely on Yelp and manual reporting, which left blind spots across other review sites and made it difficult to manage risk, surface actionable insights, and ensure fair treatment of customers.

By adopting ReviewTrackers, U.S. Bank centralized reviews from 23 sites (over 24,400 reviews), streamlined responses with status labels and flagging, and improved local listings and reporting for stakeholders. The platform helped the bank proactively identify issues (including potential CFPB complaints), speed resolution and collaboration, and lift its aggregate rating from 3.2 to 4.3 stars.

U.S. Bank

Troy Janisch

Vice President/Director of Social Intelligence