Every point of engagement that retail banks have with their customers serves as a ‘moment of truth’ that puts the client relationship to the ultimate test. But banks are missing key opportunities to provide better customer service to meet rapidly changing demands of their clients. Failure to meet these rising standards at every turn can cause customer churn rates to rise and revenues to fall.About “Moments of Truth in Banking” In 2015, Pega surveyed more than 1,000 participants – a combination of consumers and business decision makers from key customer service-centric industries, specifically retail banking – also sheds new light on the perception gap between how well businesses think they perform versus what their customers actually experience.

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How Happy Are Your Banking
Customers?
Summary of results & insight from the
Moments of Truth in Banking Survey

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Moments of Truth in Banking
Every point of engagement that retail banks have with their customers serves
as a ‘moment of truth’ that puts the client relationship to the ultimate test. But
banks are missing key opportunities to provide better customer service to meet
rapidly changing demands of their clients. Failure to meet these rising
standards at every turn can cause customer churn rates to rise and revenues to
fall.
About “Moments of Truth in Banking”
In 2015, Pega surveyed more than 1,000 participants – a combination of
consumers and business decision makers from key customer service-centric
industries, specifically retail banking – also sheds new light on the perception
gap between how well businesses think they perform versus what their
customers actually experience.
The following slides showcase the key findings from the study.

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You’ve had a taste of the findings,
now download the full results:
www.pega.com/fs-moments-of-truth

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