Overview
The interactions that a customer has with any service-based institution is key and increasingly forms a focus area for how institutions design their strategy and build their operations. This is why the perception and experience of a customer when accessing and utilising banking services is important and could influence the customers decision on which institution to bank with.
This year the main focus of our survey is on Customer Experience (“CX”). We obtained direct feedback from bank customers on their preferences and observations of their experiences with the services they access or seek to access from their banks. The survey provides interesting insights on changing trends, demographic preferences, and the nuances that customers seek to make their banking experience memorable.
