Customer Experience

About the 2013 Banking Customer Experience Trends Study

The Banking Customer Experience Trends research aims to get at the heart of what banks are doing to improve their customer experience.

PeopleMetrics

PeopleMetrics

Trusted Experience Management Partners

PeopleMetrics is launching an in-depth research project into what banks are currently doing to improve their customer experience. The banking industry is navigating a sea of changes right now. Increased regulations, a loss of consumer trust, and the new digital landscape are only some of the factors causing massive shifts in how banking is done. Often when industries undergo such considerable change they are forced to rethink their relationship to their most important asset – the customer. And this is what we’re interested in learning more about.

The Banking Customer Experience Trends research aims to get at the heart of what banks are doing to improve their customer experience. We’re going to be talking to:

  • Consumers: To find out what they are currently experiencing, and how they feel about their relationship with their bank.
  • Bank Executives and Managers: To find out what their bank is currently doing and planning to do around the customer experience. We’re not just talking to marketing and customer experience people either, the customer experience spans departments and we want to hear what IT and Finance and HR know about the customer experience as well.

~Janessa Lantz

 

Interested in learning more?

Click here to download our research study about banking customers. Or, if you're interested in improving customer experience in your own bank, then click on the button below to learn how PeopleMetrics can help.


Latest Articles

Closing the Loop: The Most Important (and Most Ignored) Part of NPS

Closing the Loop: The Most Important (and Most Ignored) Part of NPS

Closing the loop is where NPS programs go from foundational to elite. Learn how to follow up with customers, fix root causes, and turn feed...

How to Share NPS Results So People Actually Care

How to Share NPS Results So People Actually Care

Sharing NPS results shouldn’t stop at a score. Learn how to turn customer feedback into stories your teams understand, trust, and act on so...

Unlock the ‘Why’: How to Use Open-Ended Feedback and Driver Analysis to Make NPS Actionable

Unlock the ‘Why’: How to Use Open-Ended Feedback and Driver Analysis to Make NPS Actionable

The NPS score is just the start. Learn how to capture the “why” behind customer feedback, analyze open-ended responses, and uncover the ins...