In October 2022, iQo released and presented the results of a study onCustomer Experience (issues, team organizations, customer expectations...). In this video, you'll find a summary of our discussions on customer expectations in terms of contact points, channels and timescales, using the example of the Bank.
Stakeholders in the Customer Experience study
Denis GILLIER
Customer Experience Director Banque Populaire Auvergne Rhône Alpes
Julien BAILLIEUL
iQo Partner and Marketing and Customer Experience Expert
Christophe LEROY
iQo Partner and Financial Services Expert
The 7 key findings of the Customer Experience survey
- 2 out of 3 customers are ready to leave their bank if they find it too unreachable
- The customer area and email are the two priority contact channels that customers currently use to contact their bank advisor.
- 46% of respondents would be prepared to use Whatsapp / SMS, but in reality less than 22% do. Nevertheless, this remains a major area of development in customer experience for the banking industry and other sectors in the years to come.
- More than 53% of customers contact their advisor between 2 and 3 times a year, and even 86% admit to having little or no contact. This infrequency of contact amplifies the need for optimum satisfaction at every contact.
- The level of satisfaction with the banks' contactability is 7.7 / 10, with a globally homogeneous level whatever the contact channel , with an advantage of digital over human.
- 4 times as many telephone calls, 4 times as many emails received, but only half as many physical appointments in branch: these are the figures observed in Banque Populaire Auvergne Rhône Alpes bank branches.
- Digital and mastery of the various digital channels is key to ensuring that the experience, and in particular the first relational contact, is a success.
Every quarter, you'll receive the iQoScope by email, featuring feedback and best practices from our Marketing & Customer Experience projects.
Further information
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