Consumer Banking Survey, 2016

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© 2016 Protiviti Inc. An Equal Opportunity Employer M/F/Disability/Veterans. Protiviti is not licensed or registered as a public accounting firm and does not issue opinions on financial statements or offer attestation services. For more information, read Protiviti’s report, Getting to the Heart of Customer Experience – Insights from Protiviti’s Annual Consumer Banking Survey, available at www.protiviti.com. Customer expectaons: Is the benchmark to meet or exceed them? How do consumers use banking apps and mobile websites? 77% check balances 53% make transfers 48% make bill payments 33% deposit checks Ways in which consumers voice complaints I call customer service 63% I go into my branch 40% I email them 18% I call the corporate office 6% I use Twier to send a message 1% I don’t do anything 5% Geng to the Heart of Customer Experience Insights from Protiviti’s Annual Consumer Banking Survey For board members and C-suite execuves in consumer financial services, customer experience represents a crical priority. According to Provi’s second annual Consumer Banking Survey, most financial services providers have been successful in at least meeng customer expectaons. Yet a deeper look at the survey results shows that they have ample room for improvement in exceeding customer expectaons, managing the customer experience and convincing consumers that they care about their complaints. Customers who report that their financial services providers at least meet their expectaons. Customers who report that their financial services providers exceed their expectaons. Customers who believe their financial services providers “absolutely care” about a problem they share. Providers that, in response to a customer complaint, respond every me with a resoluon. By Generation By Income Bracket Key Takeaway: In general, the higher a customer’s income bracket, the greater the likelihood that the customer has been frustrated or disappointed by a financial services company. Key Takeaway: A majority of consumers have experienced exceponal customer service ... but many also have had a frustrang or disappoinng experience. 70% 60% 50% 40% 30% Less than $25,000 $25,000 to $49,999 $50,000 to $74,999 $75,000 to $99,999 $100,000 to $149,999 $150,000 to $199,999 $200,000 or more Exceponal Customer Service Frustrated/Disappointed 38% 61% 44% 58% 42% 59% 46% 64% 49% 58% 44% 56% 52% 62% 70% 60% 50% 40% 30% Overall Exceponal Customer Service 21-29 30-39 40-49 50-59 60+ 59% 44% 65% 41% 61% 45% 56% 49% 57% 46% 60% 40% Frustrated/Disappointed Consumers who have received exceponal customer service or have been frustrated/disappointed by a financial services company

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Transcript of Consumer Banking Survey, 2016

Protiviti is not licensed or registered as a public accounting firm and does not issue opinionson financial statements or offer attestation services.

For more information, read Protiviti’s report, Getting to the Heart of Customer Experience – Insights from Protiviti’s Annual Consumer Banking Survey, available at www.protiviti.com.

Customer expectations: Is the benchmark to meet or exceed them?

How do consumers use banking appsand mobile websites?77% check balances53% make transfers48% make bill payments33% deposit checks

Ways in which consumers voice complaintsI call customer service 63%I go into my branch 40%I email them 18%I call the corporate office 6%I use Twitter to send a message 1%I don’t do anything 5%

Getting to the Heart of Customer ExperienceInsights from Protiviti’s Annual Consumer Banking SurveyFor board members and C-suite executives in consumer financial services, customer experience represents acritical priority. According to Protiviti’s second annual Consumer Banking Survey, most financial services providers have been successful in at least meeting customer expectations. Yet a deeper look at the survey results shows that they have ample room for improvement in exceeding customer expectations, managing the customer experience and convincing consumers that they care about their complaints.

Customers who report that their financial servicesprovidersat least meet

their expectations.

Customers who report that their financial services providersexceed their

expectations.

Customers who believe their financialservices providers “absolutely care”about a problem

they share.

Providers that, in response to acustomer complaint, respond every time with

a resolution.

By Generation By Income Bracket

Key Takeaway: In general, the higher a customer’s income bracket, the greater the likelihood that the customer has beenfrustrated or disappointed by a financial services company.

Key Takeaway: A majority of consumers have experienced exceptional customer service ... but many also have had a frustrating or disappointing experience.

70%

60%

50%

40%

30%Less than$25,000

$25,000 to$49,999

$50,000to $74,999

$75,000 to$99,999

$100,000to $149,999

$150,000 to$199,999

$200,000or more

Exceptional Customer Service Frustrated/Disappointed