Capgemini and Efma's ninth annual World Retail Banking Report shows long term relationship between banks and their customers at a crossroads.
The report finds that while bank customers citing a “positive customer experience” increased modestly by seven percent globally from last year, customer retention is in flux.
According to the Report’s Customer Experience Index, which surveyed over 18,000 bank customers across 35 countries, nine percent of customers are likely to leave their banks in the next six months while 40% are unsure they’ll stay long term.
The report shows banks have a significant opportunity to close the customer sentiment gap and address the factors that matter most to them to increase loyalty. Quality of service (53%), fees, (50%), ease of use (49%) and interest rates (49%) represent the biggest impact areas to keep customers from leaving. The report also reveals that mobile banking services have yet to be fully leveraged.» Download the document now 3 mb (PDF File)