More and more customers access the bank using different channels and in combination, almost 9 their 10.
In 88% of cases (+7 percentage points over the previous year), Indeed, customers manage the relationship with the bank by supporting the use of 'do-it-yourself' channels, ideal for carrying out transactions in speed and mobility (automatic teller machines, Internet banking e Mobile Banking) those where you can interact with personal contacts (agency, contact center, chat with operator and financial advisor).
Customers feel more involved in the relationship with the bank and take an active role by sharing their experience. In fact, the share of customers who spoke well of their bank or who are willing to spread positive word of mouth equal in 2021 other than 80% (was the 69% in 2019).
This tells us theResearch ABI/Themselves was created as part of the activities of the’Observatory dedicated to the evolution of the relationship between banks and customers on a representative sample of banked by 18 ai 74 years.
Which bank would you like?
The initiative was born from three university students of the master's degree course in business law at theUniversity of Bari. But The Sun 24 Hours in the month dedicated toFinancial Education #OctoberEdufin2022 he wanted to make it available to his readers.
You can measure your financial readiness, deepen the digitization of the credit world and much more in a moment of great change in the bank-customer relationship.
Source: Press release Abi
The questionnaire: The Sun 24 Hours
Alex Gaetani