The World Retail Banking Report 2011
Le cabinet Cap Gemini, UniCredit et Efma (European financial marketing association) ont publié leur 8ème étude mondiale sur la banque de détail.
L’étude est téléchargeable gratuitement après inscription.
Based on a « voice of the customer » survey of nearly 14,000 customers and in-depth discussions with bank executives across 25 countries, the World Retail Banking Report 2011 introduces a new and proprietary « Customer Experience Index », which examines the factors that are most important for driving a positive customer experience, and how banks stack up against making that experience a reality. The report offers insight into the future role of the branch by analyzing the impacts of the most relevant branch and channel trends and by highlighting leading best practices and the value they deliver.
Customers are generally satisfied, but opportunities exist to increase satisfaction in the areas that matter most:
Globally, the success of banks in delivering positive customer experiences is high, with a global average Customer Experience Index rating of 72.2 out of 100
However, banks have been far less successful in generating high levels of satisfaction in the areas that matter most to customers
Channels are the key differentiators in satisfying customers on what they perceive as important:
The branch is still considered as a top channel with customers increasingly viewing the branch as fulfilling an advisory role thought they still use the branch to carry out basic financial transactions
The branch is still a valued channel for customers, but it's role must evolve to meet changing preferences and expectations:
Banks are evaluating six major themes for adoption as they transition their branch networks to play a more effective role in today's retail banking environment
D’autres références utiles :
- Le Figaro – Sociétés : Banque : les clients plébiscitent les agences
- Les dernières éditions 2009, 2010 : Cap Gémini | b3b