Umpqua Bank Struggles to Stay People First

One of Umpqua Bank’s selling points is they are a people first institution but Business Insider found that the mission was not hitting on the people first mark; Umpqua’s digital tools on the other hand were helping the bank succeed as they offer a free checking account and top notch mobile experience; 60 percent of customer satisfaction relates to customer support and access to mobile & online tools; Umpqua pushes customers to use their digital tools as they charge for paper statements and allow users to text for balances and transfers between accounts; customer experience was mixed according to reviews and some of their lower tier services have added fees along with low interest rates. Business Insider

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