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How Happy Are Your Banking Customers?

Summary of results & insight from the Moments of Truth in Banking Survey

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Moments of Truth in BankingEvery point of engagement that retail banks have with their customers serves as a ‘moment of truth’ that puts the client relationship to the ultimate test. But banks are missing key opportunities to provide better customer service to meet rapidly changing demands of their clients. Failure to meet these rising standards at every turn can cause customer churn rates to rise and revenues to fall.

About “Moments of Truth in Banking”

In 2015, Pega surveyed more than 1,000 participants – a combination of consumers and business decision makers from key customer service-centric industries, specifically retail banking – also sheds new light on the perception gap between how well businesses think they perform versus what their customers actually experience.

The following slides showcase the key findings from the study.

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You’ve had a taste of the findings, now download the full results:

www.pega.com/fs-moments-of-truth

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