LUXEMBOURG
MARKET PULSE SURVEY 2019 FOR BANKING
GIVE WINGS TO TRUST
BANKS COULD USE THEIR TRUST CAPITAL TO GIVE WINGS TO THEIR CUSTOMERS, BY PROVIDING DIGITAL SECURITY AND PERSONALIZING THEIR OFFERINGS.
FLY HIGHER AND FURTHER TOGETHER
WHAT'S NEXT?
adrien.kirschfink@
accenture.com
ADRIEN KIRSCHFINK
EMILIA
KROL
emilia.krol@
accenture.com
© 2019 Accenture. All rights reserved. Source: Accenture Market Pulse Survey 2019.
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FLYING HIGHER TOGETHER
Customers are satisfied with their insurer...
of customers admit that they manage their finance on their own.
61.2%
To generate trust, banks should use customer data securely, but also communicate this better to their customers and be completely transparent.
of customers admit that they would trust their bank even more if it ensured their cyber security.
79.8%
Plan & finance travel
For deeper insights based on our survey or if you are interested in comparing your insurer's situation with anonymized competitors via concrete cases and benchmarks,
feel free to contact one of our experts!
Luxembourg customers are skilled at managing their finances. Banks should not be discouraged from offering them some extra help and mutually benefit from new services.
39.3%
of them would still appreciate proactive help from their bank.
BUILDING ON POSITIVE EXPERIENCES
Banks can use their trust capital to smoothly transition into digital:
79.3%
76.2%
88.2%
of people trust their bank.
feel loyal to their bank.
are satisfied with their bank overall.
PROVIDE A SAFE NEST
Banks can win a lot if they manage to become a 'safe nest for their customers".
63.8%
of customers are willing to share their personal data in exchange of protection against fraudulent transactions.
Transparency
Relevancy
Theft
Reselling
Intrusiveness
Financial providers are not clear and transparent about how my data will be used.
I am concerned that I would be bombarded with lots of information that is not relevant to me.
I worry that my data might get stole, from my financial provider.
I worry that my financial provider would sell my information to third parties.
It's too intrusive.
24%
11%
17%
27%
21%
FLY TOWARDS NEW HORIZONS
1 out of 2 customers are expecting their bank to provide hyper-relevant and personalised experiences.
2 out of 3 customers are open to allow banks to analyze their personal data to:
Search for a new job
Start their own business
Buy & finance a car
Plan & invest in retirement
Buy & finance a house
34%
37%
29%
32%
38%
30%
32%
37%
31%
37%
30%
33%
32%
34%
34%
35%
31%
34%
agree
neutral
don't agree
Banks dispose of vast amounts of data that can give wings to their customers and their customers' businesses.
They need to make sure that they offer relevant new services and handle the data securely in order not to lose trust.
Adrien Kirschfink
New Banking Lead
Accenture Belgium & Luxembourg
Become a trusted partner of your customers by using their data securely, as well as providing relevant and tailored services.
