This is the second report on current accounts produced by YouGov
SixthSense. This report covers some of the ground addressed in the
previous report, but also looks more closely at the issue of
customer loyalty and account changing. With increased calls to
improve the competitiveness of the UK banking industry and moves to
make account switching easier, customer churn and provider loyalty
are important issues in the market today.
Following reviews of the banking industry, the traditional
business relationship between accountholder and bank - i.e. sign up
once and remain a customer for life - is seen as increasingly
detrimental to consumers. This report, more so than the previous,
considers the factors that may drive account switching in the
market and also the current levels of satisfaction consumers have
with their existing providers.
To download a table of contents for this report, click here.