BELGIAN MARKET PULSE SURVEY 2019 FOR BANKING
REIGNITING
CUSTOMER
LOVE
A LITTLE SPARKLE IS RETURNING!
BANKS ARE GENTLY RECLAIMING THE HEARTS OF THEIR CUSTOMERS...
Net Promoter Score (NPS) has significantly increased from last year to reach an historic high.
Using existing data to provide better services
Is it a sign of reignited love between banks and customers?
THE RELATIONSHIP REMAINS FRAGILE: CUSTOMER LOYALTY, TRUST & SATISFACTION DROPPED.
feel loyal
trust their bank
are satisfied
70%
82% (2018)
70%
79% (2018)
77%
84% (2018)
TO KEEP THE FLAME BURNING, BANKS CAN ADD OXYGEN TO SERVICES THAT CUSTOMERS VALUE.
"Out of habit"
is continuously decreasing as the main reason for customers to stay at their bank.
Introducing new services leveraging external data sources
TWO WAYS BANKS CAN BREATHE OXYGEN INTO THE RELATIONSHIP:
1.
2.
Fraud protection
60%
44%
Shopping discounts
37%
Personalized offers
40%
Monthly Limit Notifications
30%
Advice on retirement plans
26%
Account aggregation
INVESTING IN DIGITAL CHANNELS IS IMPORTANT. HOWEVER...
THE HUMAN ELEMENT CAN'T BE NEGLECTED.
Channel preference depends on the type of activity. Customers still value human interaction to execute more complex activities.
59%
Negotiate an offer
59%
Terminate a contract
40%
Buy a product
90%
Transfer funds
84%
Check my balance
51%
Update personal details
HIGH HUMAN PREFERENCE
HIGH DIGITAL PREFERENCE
THIS YEAR'S MARKET PULSE SURVEY BRINGS ENCOURAGING NEWS TO BANKS ABOUT THEIR CUSTOMER RELATIONSHIP, BUT THE RELATIONSHIP IS FRAGILE.
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.
WHAT'S NEXT?
Want to compare your bank's performance with anonymized competitors and benchmarks? Our experts would be delighted to meet you for a chat.
adrien.kirschfink@
accenture.com
ADRIEN KIRSCHFINK
KATIA WILLEMS
katia.willems@
accenture.com
MANUEL ALDANA
manuel.aldana.dcosta@
accenture.com
© 2019 Accenture. All rights reserved. Source: Accenture Market Pulse Survey 2019.
3.5
2018
13.2
2019
2015
2017
2019
41%
36%
29%
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