Quality | 2011.05.11
While Majority of Banking Customers Satisfied with Their Retail Banks, a Renewed Focus Still Needed on Customer Experience According to 2011 World Retail Banking Report
MILAN & PARIS--(BUSINESS WIRE)--Despite low levels of confidence in the banking industry, the majority (59 percent) of customers are satisfied with their banks, according to the eighth annual World Retail Banking Report released today by Capgemini, UniCredit and Efma. New to this year’s report is the introduction of the Capgemini Retail Banking Customer Experience Index (CEI), which gauges how customers perceive the quality of their interactions with their banks across three dimensions: products
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