Retail Banking Digital Customer Experience Index Q1 2016
The Marketfinder Retail Bank Digital Customer Experience Index examines how major retail banks are investing, optimising and driving their teams to improve their digital channels. As a result they are benefiting from improved efficiencies, resource optimisation and streamline transactions.
Marketfinder’s research charts the performance of 83 retail banks within the UK and Ireland, along with the world’s leading retail banks. It reveals and ranks each bank across many of the core benchmarks that impact on the bank’s ability to drive efficiencies, maximize resources and accelerate adoption of online services within the banks digital channels.
The most successful banks are investing in the customers’ digital journey in very distinct ways and have a clear focus on creating a positive, consistent customer experience, across all channels and devices.
The results indicate that very few are getting everything right but there are some clear leaders in each of the areas researched. The research examined best-in-class examples across the retail banking industry, highlighting banks that are carving a distinct competitive advantage through excellence in delivering a superior digital experience.
Sample table of contents
- Executive Summary
- Speedy Web Response Rates
- Banking on Mobile
- Getting Real with Data
- Website analytics
- Keeping it Personal
- Optimizing the Customer Experience
- Search Engines – being found
- Banks aren’t very social