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Banking Customer Journey
£2500

Content
  • Introduction & ScopeToggle
    • Report coverage
    • Methodology
    • Abbreviations
  • Report SummaryToggle
    • Becoming a customer
    • Being a customer: points of contact
    • The online banking system
    • Being a customer: what does “value” mean?
    • Being a customer: measuring satisfaction
    • A loyal customer isn’t necessarily a satisfied one
    • But new banks will struggle to find a foothold
  • How is Value Measured?Toggle
    • The meaning of “value”
    • Value means service and trust…
    • But don’t forget the money…
    • Or access
    • Summarising the factors
    • Consumer segments
    • Getting it right online grows in importance
    • Are value rankings a reflection of new consumer priorities?
  • Meeting Customer NeedsToggle
    • Banks still have work to do
    • Treatment, delight and information: Three aspects of the same issue
    • Needs and value related
    • Only one-quarter of consumers are delighted
    • A graphic view of needs
    • Ask and ye shall be given
    • The trade offs in value
    • Banks manage to annoy their best customers…
    • Suggesting they fail once they go past standardised solutions
    • Key Findings
  • The Start of the Journey: Suspects and ProspectsToggle
    • Information
    • It’s a one, two and three for the web
  • Becoming a Customer – The Decision PointsToggle
    • Around one-third have bought a product
    • Demand pull rather and supplier push
    • Decision points
    • The product versus the channel
    • But not all buyers are the same
    • Non-buyers tread one of two paths
    • Summary
  • Post Sales Customer – Information and ActivityToggle
    • Consumers tailor their points of contact according to their goals
    • Online system a transactional tool
    • Branches central to customer service
    • Call centres are problem solving centres
    • New technologies seen as advice channels only
    • Three customer typologies
    • How you buy influences how you use
    • Most don’t seek financial information from their bank
    • The branch remains an important advice channel
    • Range of sources used rises with dissatisfaction
    • Summary
  • Post Sales Customer Interaction – The Pinch PointsToggle
    • Three quarters use online banking
    • But fears over safety limit uptake
    • Safety fears encourage use of the branch network
    • Slow service the branch pinch point
    • Some return later but others take more drastic action
  • The Loyal Customer Toggle
    • Most customers are loyal…
    • And they know it
    • Loyalty is strong across the board but does varies by product
    • Satisfaction influences loyalty but does not determine it
  • A Role For New Market Entrants?Toggle
    • New entrants are going to find the going tough
    • Switchers more willing to consider new entrants
    • Spread the word, not the money
    • Can the new players give the customer what they want?
  • DownloadsToggle
    • More detailed results
    • Datasheet
    • Report PDF
    • Questionnaire
    • Updates
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LATEST RESEARCH | 19 May 2013
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