2021 Retail Banker’s Customer Experience Survey: An External Benchmark

Providing an experience that delights customers is top of mind for every business leader across the globe.

Boston, December 7, 2021–FIs have been undergoing tremendous change due to market and competitive factors for years, and the COVID-19 pandemic has hastened the need for banks and credit unions to improve the customer experience (CX), as customers/members have been forced to transact digitally and without human contact. CX is about more than customer satisfaction; it’s about driving competitive advantage.

This Impact Report summarizes the approach FIs are taking to improve the CX. It is based on a Q1 2021 quantitative study of 51 FI executives in the U.S. who had insight into their organization’s CX strategy.

This 35-page Impact Report contains 27 figures and one table. Clients of Aite-Novarica Group’s Retail Banking & Payments service can download this report and the corresponding charts.

This report mentions Amazon, Netflix, Starbucks, and Uber.

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