Better Banking Customer Experiences (by @peoplemetrics @smcdade)
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Transcript of Better Banking Customer Experiences (by @peoplemetrics @smcdade)
Research from the 2013 MECx Study on Banking
Better experiences Banking
Across Industries, Customer Experiences are Improving
of bank executives thought their
customer experience had
improved
78%
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Customer Experience is Differentiated By Feelings
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Did you know that: Taking action on individual customer feedback is the
#1 practice of growth Banks
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Did you know that: Community banks and credit unions boast NPS ratings
5x higher than national banks
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Did you know that: Banking customers want an experience to be enjoyable.
This is defined as one that leaves them feeling valued, appreciated, and cared for
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28%
78%
Did you know that:
78% of banking executives say their customer experience has improved over the last 12 months, only 28% of
banking customers say the same
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Read the 2013 MECx: Retail Banking study by visiting the Learning Center at:
www.PeopleMetrics.com
Interested In Learning More?
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