Bank Satisfaction Barometer 2016
Analysis from the study shows that banks are generally better positioned than the previous year with stronger relationships with their customers. The bank satisfaction barometer (BSB) is at a 4-year high of 82, as measured on a 0-100 scale, moving up 3 points from 79 in 2015.
The study identifies four opportunities for banks to focus customer service efforts to continue to improve BSB in 2017.
Engage Local Communities: Increase efforts to be active and involved in local communities
Enhance Loyalty Programs: Design a valuable loyalty program experience for customers
Promote Digital Experiences: Encourage the frequent use of the available digital services
- Develop Millennial Customers: Ensure the needs of Millennial customers are met as a segment for future growth
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