Retail Banking in Asia Pacific: Pursuing Customer Loyalty

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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