The Banking Customer Experience Report
Concerns about financial stability
Banking customers, especially millennials, are concerned about their bank’s financial stability
How concerned are you about the financial stability of your bank/credit union?
Online-only banks are attractive to many brick-and-mortar customers
Would you consider moving to an online-only bank/credit union?
But MORE ONLINE-ONLY bank customers would consider a SWITCH TO A BRICK-AND-MORTAR BANK
Would you consider moving to a bank/credit union with brick-and-mortar locations?
The Customer Banking Experience
More banking happens digitally (online or mobile) than in person
What percent of your time banking is…
Most financial services are conducted without the primary bank
First-name relationships aren’t important to banking customers
Does anyone at your bank/credit union know you on a first-name basis?
Qualtrics Experience Management is the world’s most agile platform for customer experience improvement, making it easy for companies to monitor, respond, and improve every key moment along the customer journey and incorporate customer feedback into every decision.
Some banking customers are skeptical of advice
Do you believe your bank/credit union provides unbiased financial advice most of the time?
Customer Advocacy and Retention
Banking customer longevity can be measured in decades
For how many years have you been a customer at your current bank/credit union?
High fees are the #1 reason bank customers leave
Why have you considered leaving your bank/credit union?
Qualtrics automatically relates dozens of variables and identifies statistically significant relationships so you know which parts of your customer journey need attention.