Insights from Protiviti’s 2016 Consumer Banking Survey – Learn about consumer perceptions of their experience, what banks are doing well and where improvements are needed.
For board members and C-suite executives in consumer financial services, customer experience has moved to the forefront over the past few years. According to more than 90 percent of over 2,000 respondents to Protiviti’s second annual Consumer Banking Survey, the answer to the questions above is: Most financial institutions have been successful in meeting their customers’ expectations. Yet this answer is incomplete. A deeper look at the survey results shows that banks have ample room for improvement in exceeding customer expectations, managing the customer experience and, perhaps more importantly, convincing consumers that they care about their complaints.