I have received 20 something completed questionnaires.
While not large enough a reference group to be scientific, and not representative of the ‘average person’ having been posted in Banking groups on LinkedIn and my personal network the results have giving me some insight into how people perceive the service of banks, what they would like to see improved and what industries banking should be looking at for inspiration.
There is a lot to improve for banks:
• The way that the different channels speak to me in a single voice 90%
• The current level of integration between online, bank app, cash machine and branch 70%
• The level of service my bank offers me 70%
• The level of control my bank offers me over my spending
• Te level of information my bank offers me
However on average 15% of you would switch because of those issues. I think the answer for the lack of improvement is right their. Consumers are not likely to switch banks. At least for now….
Thank you for your time and input!
Michiel Jansen Michielleendert@gmail.com
p.s. the screendumps are a bit rough but exporting in SurveyMonkey is time consuming and costly so I opted for the screens.
What would be a great improvement in service for banks? Offer
What industry should banks use as an example to improve their service?
What do you think is keeping banks from improving the customer experience?
If you could tell your bank to improve one customer experience soon, what would that be?
What would be second?
