Customer Engagement Research
There is more consumer measurement and greater varieties of data capture mediums today than ever before. So, one would think our present banking institutions would effectively translate the data into a better experience for their customers. Unfortunately this happens in too few cases, as only a small percentage of financial services organizations provide consistently high levels of customer experience.
ath Power surveyed 3,700 retail banking customers on their ideal banking experience. Our goal was to discover the most important elements in banking relationships today directly from the nation's banking customers as we carry though this fragmented financial services industry dynamic.
While it is difficult to alter brand image in the current banking markets, every element of customer experience offered through front-line employees has a tremendously positive effect on a consumer's view of an institution. Our studies show that when a positive initial service experience takes place, 9 out of 10 new account openers say they will open a future account:
The ath Power Customer Engagement Survey:
- Directly ranks the answers the question, "What is the most important thing you want in a banking relationship?"
- Defines specific banking occurrences that make customers feel a uniquely positive experience.
- Uncovers key drivers and the "must have" characteristics of how consumers choose a primary bank.
- Illuminates satisfaction levels with the most highly sought convenience factors of the banking markets.
Since 1997 ath Power has conducted hundreds of thousands of audits and surveys on the customer experience of the Nation's financial services corporations. We have developed a strong acumen of what works and where the gaps are in the industry. Our definitive Customer Engagement Study shows you the most sought after sales and service processes, product and service offerings, delivery mediums and customer experiences as revealed by today's banking customers.
ath Power's industry leading analysts authored our Customer Engagement Study with data collected from 3,700 retail banking customers. Our study is aimed at showing you what is important in bolstering your brand and further developing long-term, profitable retail banking relationships.
The accurate intelligence on what is important in that the current marketplace the Customer Engagement Study provides will present you the strategic insight needed to make the most informed decisions necessary to achieve your Retail Banking goals.
Click here to request an ath Power Report.
