Financial Fidelity in Retail Banking

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Come cambia la natura della Loyalty verso le banche? Come si modificano i comportamenti dei Clienti e come le Banche possono prevenire i rischi di un'eventuale migrazione della Customer Base? In uno studio effettuato in UK, si evidenzia come circa un terzo dei Clienti abbia pensato a cambiare Banca, anche se di questi, solo un'11% si sia attivato nella ricerca di alternative concrete. Sono ancora Clienti, ma la loro fedeltà non è supportata da reale commitment.

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Financial Fidelity in Retail Banking

  1. 1. Financial Fidelity Are we on the verge of change? – part 3 ©TNS
  2. 2. ©TNS 2
  3. 3. The account switching service era is here ©TNS 3
  4. 4. Low levels of loyalty are comparable to those of utility companies ©TNS 4
  5. 5. Low levels of loyalty are comparable to those of utility companies ©TNS 5
  6. 6. Indifference has so far stabilised the customer base ©TNS 6
  7. 7. ©TNS 7
  8. 8. Consumers are being pushed out, not enticed away ©TNS 8
  9. 9. ©TNS 9
  10. 10. ‘Hassle factor’ is a deterrent to switching ©TNS 10
  11. 11. Behaviour and reputation are vital to retention ©TNS 11
  12. 12. For further info on this study, please contact Fabrizio Andreose Account Director TNS Italia ©TNS 12 Account Director TNS Italia Tel. +39.02.270721 @: fabrizio.andreose@tnsglobal.com

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