Curious about average NPS scores in the retail banking sector? Interested in learning what channels banking customers enjoy the most? Want to stay on top of trends in the banking space?
Then this is the report for you.
We aggregated customer feedback from across our retail banking and credit union clients to bring you trends and insights on the banking customer experience.
Highlights include:
67% of retail banking customers are Promoters.
54% of customers giving feedback on their experience mention an employee going above and beyond for them.
How online banking habits differ between business and personal account holders.
The role age plays in the banking customer experience.
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"The surveys aren't anonymous, and it is a continuous improvement process. [With Voice of the Customer] we are able to better understand what's working well and where our areas of opportunity lie."
Patricia Smith
President Wealth & Segment Management, First Interstate Bank
"My advice [for someone looking for VoC], find a partner that will work well with you, and provide insights as to what’s working and what isn’t. To help you deliver, and determine very specific actionable outcomes."
Karl Baker
Senior Vice President of Sales and Marketing, American Hotel Register
