Better Banking Customer Experiences (by @peoplemetrics @smcdade)

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Better Banking Customer Experiences (by @peoplemetrics @smcdade)

  1. 1. Better Banking experiences Research from the 2013 MECx Study on Banking
  2. 2. Across Industries, Customer Experiences are Improving 78% of bank executives thought their customer experience had improved Copyright © PeopleMetrics Inc.
  3. 3. Customer Experience is Differentiated By Feelings Copyright © PeopleMetrics Inc.
  4. 4. Did you know that: Taking action on individual customer feedback is the #1 practice of growth Banks Copyright © PeopleMetrics Inc.
  5. 5. Did you know that: Community banks and credit unions boast NPS ratings 5x higher than national banks Copyright © PeopleMetrics Inc.
  6. 6. Did you know that: Banking customers want an experience to be enjoyable. This is defined as one that leaves them feeling valued, appreciated, and cared for Copyright © PeopleMetrics Inc.
  7. 7. 78% 28% Did you know that: 78% of banking executives say their customer experience has improved over the last 12 months, only 28% of banking customers say the same Copyright © PeopleMetrics Inc.
  8. 8. Interested In Learning More? Read the 2013 MECx: Retail Banking study by visiting the Learning Center at: www.PeopleMetrics.com Copyright © PeopleMetrics Inc.

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