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.