A new era of customer expectation 01 July 2011

Etude disponible uniquement en anglais. Ernst & Young has teamed up with Efma to survey European bankers on their opinions of customer behavior. With the aim of drawing out similarities and divergence in the views of customers and service providers, a total of 165 bankers across Europe were asked to identify what they consider to be the primary concerns of their customers, and how they felt the post-crisis customer could best be addressed. Some clear messages emerged: - The European financial services industry has appreciated but still substantially underestimated the dissatisfaction that its customers feel with regards to the bonus culture. - Banks do not appreciate the considerable value of their brand in attracting customers. Customers consider a bank’s image and reputation to be the most important factor driving their satisfaction, while bankers rate it fourth behind service quality, personal relationships and pricing. - Banks overestimate the level of personalized attention that they are providing to their customers. Nearly half of European customers (44%) believe their bank pays them very little attention.
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