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Global Survey Shows Long Term Relationship between Banks and Their Customers at a Crossroads
Today, Capgemini and Efma released the ninth annual World Retail Banking Report which found 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 Reports Customer Experience Index (CEI)(1), 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 percent are unsure theyll 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...
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