Banking is Crediting the Online Customer Experience
Banks must focus on listening to their customers and tweaking their services to help improve retention and cross-sell initiatives; a study says that Wachovia leads in online banking satisfaction.
by Coreen Bailor
Wednesday, November 22, 2006
A superb online experience can have a significant impact on a bank’s ability to retain its customers and attract new ones: 52 percent of the 1,349 online users very satisfied with online banking surveyed for a Jupiter Research report would recommend the bank, 32 percent wouldn’t change banks, and another 32 percent would consider the bank for additional products. “U.S. Online Banking Consumer Survey, 2006,” which leverages the responses of random online consumers from Ipsos-Insight’s U.S. online consumer panel, examines the correlation between online satisfaction levels and propensity to stay and buy additional offerings, while also highlighting online banking best practices.
For the full story, click here…..