Accenture Market Pulse Survey 2020 - Consumer Banking in Belgium
•
0 likes•152 views
The Accenture 2020 Banking #MarketPulseSurvey, conducted with The Banking Scene reveals that to stay ahead in of the race of trust, Belgian banks should accelerate in 3 directions.
Recommended
Recommended
More Related Content
What's hot
What's hot (20)
Similar to Accenture Market Pulse Survey 2020 - Consumer Banking in Belgium
Similar to Accenture Market Pulse Survey 2020 - Consumer Banking in Belgium (20)
More from Accenture BeLux
More from Accenture BeLux (13)
Recently uploaded
Recently uploaded (20)
Accenture Market Pulse Survey 2020 - Consumer Banking in Belgium
- 1. of respondents admit to trusting digital challenger banks (like N26 or Revolut) to manage their 14% of respondents say they trust traditional banks 64% …BUT ARE SLOWLY BEING CAUGHT UP BY DIGITAL BANKS 59% THE TRUST GAP DECREASES WITH THE AGE OF CONSUMERS +50 years old ≤ 29 years old TRADITIONAL BANKS ARE LEADING THE RACE... DIGITAL BANKS TRADITIONAL BANKS WINNING THE RACE OF TRUST DIGITAL BANKS TRADITIONAL BANKS TRUSTGAP 48% TRUSTGAP 32% TRUSTGAP CONSUMER BANKING SURVEY 2020
- 2. DEFINE YOUR RACING STRATEGY Become a trusted advisor My bank takes special care of its cyber and data security products and services fees with the competition 66% 65% 62% 55% Consumers want increased transparency on banks’ services and products. They would trust their bank even more if it would provide additional services such as cybersecurity and personal coaching based Banks can use their trust capital to become a key partner in services beyond traditional banking. Young people (≤ 29 years old) have a higher interest in services beyond banking What would make you trust your bank more? Would you be interested in additional services provided by your bank? 27% advice 22% personal advice 27% home services services, would you be interested in using them? +50y ≤ 29y 24% 30% 30% 16% 24% 28% 20% 27% 40% advice personal advice home services What should the focus be now? 1
- 3. Manage liquid expectations SET UP A GREAT PIT STOP 2 Today, consumers are with their branch and call center experience. is frustrated because there is no possibility to reach their bank when and where they want to 1OUT OF 4 is frustrated because they are forced to use a communication channel they don’t want to use 1OUT OF 10 Banks must provide a seamless experience across all interaction channels to better satisfy consumers’ liquid expectations. Low NPS for Branch and Call Center Call Center Branch What is the main reason you stay? 35% 42% easy-to-use mobile app positive branch experience 5 -4
- 4. What’s next? ©2020Accenture.Allrightsreserved. Source:AccentureMarketPulseSurveyforEndConsumers,2020 For deeper insights based on our survey or if you are interested in comparing your bank’s situation with anonymized competitors via concrete cases and benchmarks, feel free to contact one of our experts! OPTIMIZE YOUR RACING CAR 3 increase in costs 22% 38% 18% more attractive conditions at the competition more complete product portfolio at the competition Why would you leave your bank for the competition? of consumers admit to being from bank 4 7 % F I N I S H ADRIEN KIRSCHFINK @accenture.com EMILIA KROL emilia.krol@ accenture.com VALENTINE TOUWAIDE v.touwaide @accenture.com KATIA WILLEMS katia.willems @accenture.com While consumers are still mainly concerned by price, banks should rather focus on product the competition.