Research and Markets: Customer Contact Experience Benchmarks – Banking Industry

Research and Markets (http://www.researchandmarkets.com/research/927a4d/customer_contact_e) has announced the addition of Frost & Sullivan’s new report “Customer Contact Experience Benchmarks – Banking Industry” to their offering.

This research study benchmarks various customer contact experience attributes such as customer satisfaction, customer experience, and customer loyalty for the banking industry across contact channels including: live agent phone, IVR, email, chat, and Web self-service. A Web-based survey methodology was used for this study: N=1527.

Companies Benchmarked in This Study Include but Are Not Limited To:

  • Bank of America
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  • Capital One
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  • Chase Bank
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  • Citibank
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  • HSBC
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  • JPMC
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  • PNC Bank
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  • SunTrust Bank
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  • TD Bank
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  • Wells Fargo
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Use of Specific Channels:

Within the banking industry, the most popular contact channels are as follows: phone/live agent (used by more than half of those who contacted banks within the past four weeks) and website self-service. Website chat with a live agent seems to be a niche channel.

Top Channels: Satisfaction, Meeting Expectations, and Loyalty:

  • Website self-service received the highest overall level of satisfaction score, followed by phone/live agent.
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  • Website self-service together with e-mail best satisfied customer expectations. Phone/live agent obtained slightly lower results.
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  • Website self-service also received high customer loyalty score results. E-mail and phone-live agent round out the top-three.
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Evaluation of Contact Channels:

  • In general, the banking industry offers its customers high overall level of satisfaction.
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  • Overall, the banking industry also satisfies or even slightly exceeds its customers’ expectations.
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  • Lastly, the banking industry also keeps its customers quite loyal.
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Top Bank:

  • Among all banks surveyed, PNC Bank received the highest overall satisfaction scores across all channels, followed by TD Bank and SunTrust Bank.
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  • PNC Bank also leads with regards to overall level of expectations and customer loyalty score.
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Key Topics at a Glance:

  • Research Objectives, Method Details, and Demographics
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  • Multi-Channel Customer Contact Executive Summary
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  • Live Agent Phone Interactions
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  • Interactive Voice Response (IVR) Interactions
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  • E-mail Interactions
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  • Web Chat Interactions
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  • Web Self-Service Interactions
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  • Brand Profiles: Top Three Brands
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  • The Frost & Sullivan Story
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For more information visit http://www.researchandmarkets.com/research/927a4d/customer_contact_e