There were a few surprises when it comes to how customers feel about their banking experience in the latest World Banking Report’s ‘Capgemini Retail Banking Customer Experience Index.’ This is widely regarded as a good indication of customer satisfaction. The first surprise for me was that customers are mostly pleased with their overall experience giving CEI ratings of 72.2 percent out of 100 worldwide and 78 percent for US banks, which scored the highest. The second surprise was how little value customers apparently placed on the mobile channel. Those valuing it most were in Latin America.
The numbers were taken from responses of 14,000 bank customers in 25 countries along with 50 in-depth interviews with senior banking execs worldwide.
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