Customer service in Europe 2010 25 August 2010

Etude disponible uniquement en anglais. This is the sixth annual report on Customer Service in Europe. Since the last report in early 2009, conditions for the banking industry have eased a little, but there are still business, economic, media and regulatory pressures that require banks to continue to review their customer service strategies, priorities and capabilities. This report updates a set of customer service metrics tracked in this report series since 2005, reflecting changes in performance over the last 12 months. Then, it goes into more detail on three critical areas of service management in 2010: improving customer experience through process design and management; enhancing branch staff service capabilities and reviewing service measurement objectives and techniques. The report provides both data and arguments to support these discussions. Over 200 participants from 31 countries took part in the research carried out in Q1 2010. Their banks collectively serve over 400m customers. Much of the data is discussed on a regional basis to provide additional value to the reader. Customer Service 2010 is part of the range of services that Efma and Finalta provide to banks to help them to learn from each other and to enhance their own performance. It complements other Efma/ Finalta studies in multichannel sales productivity, mass affluent and small business banking. Finally, we would like to thank participants for their time and interest. Their involvement in this year’s report has raised a further €5,100 for charity, a cumulative total of over €25,000 since 2005.
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