Monthly Limit Notifications
Using existing data to provide better services
THE RELATIONSHIP REMAINS FRAGILE: CUSTOMER LOYALTY, TRUST & SATISFACTION DROPPED.
THE HUMAN ELEMENT CAN'T BE NEGLECTED.
TWO WAYS BANKS CAN BREATHE OXYGEN INTO THE RELATIONSHIP:
© 2019 Accenture. All rights reserved. Source: Accenture Market Pulse Survey 2019.
A LITTLE SPARKLE IS RETURNING!
BANKS ARE GENTLY RECLAIMING THE HEARTS OF THEIR CUSTOMERS...
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"Out of habit"
is continuously decreasing as the main reason for customers to stay at their bank.
THIS YEAR'S MARKET PULSE SURVEY BRINGS ENCOURAGING NEWS TO BANKS ABOUT THEIR CUSTOMER RELATIONSHIP, BUT THE RELATIONSHIP IS FRAGILE.
HIGH HUMAN PREFERENCE
Channel preference depends on the type of activity. Customers still value human interaction to execute more complex activities.
Check my balance
Update personal details
Terminate a contract
trust their bank
Buy a product
Negotiate an offer
Is it a sign of reignited love between banks and customers?
Want to compare your bank's performance with anonymized competitors and benchmarks? Our experts would be delighted to meet you for a chat.
Banks should personalize their services to individual customers, continue investing on the right mix of digital channels without neglecting the importance of the human element in crucial interactions.
INVESTING IN DIGITAL CHANNELS IS IMPORTANT. HOWEVER...
TO KEEP THE FLAME BURNING, BANKS CAN ADD OXYGEN TO SERVICES THAT CUSTOMERS VALUE.
Introducing new services leveraging external data sources
HIGH DIGITAL PREFERENCE
BELGIAN MARKET PULSE SURVEY 2019 FOR BANKING
Net Promoter Score (NPS) has significantly increased from last year to reach an historic high.
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