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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 service and financial solutions possible.

Highlights from our latest customer engagement efforts

green pyramid prism

Greater Kansas City
Public Relations Society
of America

Gold PRISM
Award

for the bank's customer communication response to the COVID-19 pandemic

Newsweek America's Best Banks 2021

Newsweek

Best Customer Service

America's Best Banks
list 2021

Ranking Banking Regional All-Star 2019

Bank Director's 2019 Ranking

Banking Regional All-Stars

Third overall in the Midwest and first in the Midwest for Best Branch Network Strategy, Best Core Deposit Growth Strategy and Best Retail Strategy

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 our mobile application has sustained a high rating in the Apple® App Store and Google Play™ Store as a result.

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 to help our customers meet new challenges they may face with the best possible solutions. Leveraging customer feedback enables us to proactively design and develop products aligned to our customers’ current and emerging needs.

Creating a new way to connect

Choose a banker to connect with.

For instance, in 2020, we introduced a new way for customers to connect with a live Commerce banker, right from their mobile device. The Commerce Bank CONNECT® app empowers customers to connect with their banker whenever and wherever they need them. They 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

Streamlining the mortgage process

In a sellers’ real estate market, time is valuable for potential homebuyers. To best support our customers in their mission to buy a home, we introduced a streamlined online mortgage application process. Our customers can apply for a mortgage without stepping into a branch. Through our online portal, customers can connect with a mortgage banker, start their application, upload required documents and track the status of their application.

Learn more about Commerce Bank Mortgage

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

Disclosures:

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