We’re not all the way there yet, he says, but we’ve built a strong foundation since rebuilding the U.S. Bank Mobile App from scratch in 2019. Since then, it’s been rated No. 1 for customer service by Business Insider Intelligence and it’s landed more than 1 million five-star reviews from customers in the app stores. 

Bhatt pays most attention to the one-star reviews, however. In a profile story accompanying American Banker naming Bhatt its 2019 Digital Banker of the Year, he talked about that exact type of customer feedback that revealed mobile check deposit amount limits being a major pain point for customers – so, in short order, we raised them. And that was never more important than over the past year, as customers deposited stimulus checks, birthday gifts and more; the feature was used at record levels.