Retail Banking in Asia Pacific: Pursuing Customer Loyalty

by Ernst & Young, 21 September 2010

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customer relationships Ernst & Young retail banking strategy

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Ernst & Young’s customer loyalty report finds that retail banking customers are feeling unappreciated, unrecognized and under rewarded by their main provider.

Key findings include:

62% of customers believe that their bank is aware of their multiple product holdings, yet only 29% feel rewarded for these multiple products.
79% of customers would value a loyalty program.
75% of customers believe personalised attention is highly important, but only 52% believe they are receiving it.
In a time poor world, 53% of customers rated their last banking interaction as requiring a moderate to very high amount of personal effort.

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Ernst & Young

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