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New Report From ForeSee Reveals What Drives Today's Banking Customer Satisfaction.

M2 EQUITYBITES-September 21, 2017-New Report From ForeSee Reveals What Drives Today's Banking Customer Satisfaction


Until switching banks is as painless as switching cell phone providers, at least 21% of customers feel like they're being held captive by their current bank; and despite the growing popularity of online banking, nearly half (49%) of customers still want access to a physical branch, according to findings from a newly released banking report conducted by ForeSee, a provider of Voice of Customer (VOC) solutions.

The new ForeSee Experience Index (FXI): 2017 Banking Report surveyed more than 4,000 US banking customers to examine factors that influence customer experience (CX) with national banks, regional banks, and credit unions. The research reveals that while CX is not a top reason customers select a bank, a great digital customer experience is a crucial retention tool and one that ranks as a top reason people stay with a bank. In general, customer satisfaction was highest with credit unions (86), outperforming regional (82) and national banks (80) using the FXI's 100-point scale.

The ForeSee Experience Index (FXI): Banking Report is the first study of its kind to assess customer experience (CX) with national banks, regional banks, and credit unions. More than 4,000 banking customers were surveyed during July 2017. Using its proven model, ForeSee is able to quantify customer satisfaction with a variety of banks and touchpoints, prioritizing for clients the changes that will have the greatest business impact. ForeSee works with 8 of the top 10 banks and half of the top 50 retail banks in the world.

ForeSee pioneered customer experience intelligence in 2001 and has become a recognized provider of Voice of Customer (VOC) solutions. The award-winning ForeSee CX Suite helps more than 2,000 companies worldwide transform their VOC programs into a strategic business discipline that delivers economic impact. Only ForeSee offers a rigorous scientific approach to customer experience measurement, access to an unmatched 200 million benchmarked experiences, and actionable insights from a team of 200 expert analysts that give certainty to CX improvements. ForeSee is headquartered in Ann Arbor, MI and has offices in New York; Washington, DC; St. Louis; Cleveland; San Francisco; Vancouver; and London. For more information, visit

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Publication:M2 EquityBites (EQB)
Date:Sep 21, 2017
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