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INVESTING IN DIGITAL CHANNELS IS IMPORTANT. HOWEVER...
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Channel preference depends on the type of activity. Customers still value human interaction to execute more complex activities.
Net Promoter Score (NPS) has significantly increased from last year to reach an historic high.
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Is it a sign of reignited love between banks and customers?
BELGIAN MARKET PULSE SURVEY 2019 FOR BANKING
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Introducing new services leveraging external data sources
HIGH DIGITAL PREFERENCE
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.
TO KEEP THE FLAME BURNING, BANKS CAN ADD OXYGEN TO SERVICES THAT CUSTOMERS VALUE.
THE HUMAN ELEMENT CAN'T BE NEGLECTED.
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Using existing data to provide better services
A LITTLE SPARKLE IS RETURNING!
BANKS ARE GENTLY RECLAIMING THE HEARTS OF THEIR CUSTOMERS...
TWO WAYS BANKS CAN BREATHE OXYGEN INTO THE RELATIONSHIP:
Monthly Limit Notifications
THE RELATIONSHIP REMAINS FRAGILE: CUSTOMER LOYALTY, TRUST & SATISFACTION DROPPED.
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THIS YEAR'S MARKET PULSE SURVEY BRINGS ENCOURAGING NEWS TO BANKS ABOUT THEIR CUSTOMER RELATIONSHIP, BUT THE RELATIONSHIP IS FRAGILE.
HIGH HUMAN PREFERENCE
"Out of habit"
is continuously decreasing as the main reason for customers to stay at their bank.
© 2019 Accenture. All rights reserved. Source: Accenture Market Pulse Survey 2019.