For the eighth European Credit Risk Managers survey conducted by FICO and Efma, we explored this issue of customer satisfaction, in addition to our regular check of delinquencies and credit supply and demand. The results show that bankers believe unhappy customers are more likely than before to take action based on their dissatisfaction — not just by complaining, but by actually switching accounts. This is a critical issue that we will address in meetings of the Risk Managers Advisory Council, a group of European risk professionals formed by Efma and sponsored by FICO.
This report also features perspectives from key figures in European banks. We thank them and all of the executives from across Europe who put forward their views in this survey.