better banking customer experiences (by @peoplemetrics @smcdade)

Research from the 2013 MECx Study on Banking

Better experiences Banking

Across Industries, Customer Experiences are Improving

of bank executives thought their

customer experience had

improved

Customer Experience is Differentiated By Feelings

Did you know that: Taking action on individual customer feedback is the

#1 practice of growth Banks

Did you know that: Community banks and credit unions boast NPS ratings

5x higher than national banks

Did you know that: Banking customers want an experience to be enjoyable.

This is defined as one that leaves them feeling valued, appreciated, and cared for

Did you know that:

78% of banking executives say their customer experience has improved over the last 12 months, only 28% of

banking customers say the same

Read the 2013 MECx: Retail Banking study by visiting the Learning Center at:

www.PeopleMetrics.com

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