Over the past two years, most banks have introduced a number of innovations and improvements for their clients, which has translated into a better customer experience when dealing with the bank. This is confirmed by the results of a survey by the technology company Enehano Solutions, according to which fewer people experienced any problems when contacting the bank compared to 2020 and there was an improvement in most of the monitored parameters. The biggest annoyance remains long waits.
A survey of more than 500 respondents found that fewer people have had a negative experience with a bank than they did two years ago. Almost a quarter of people did not experience any negative experience, which is 5 percentage points better than in 2020. Banks also improved in most sub-indicators that focused on specific potential abuses.
“Banks and financial institutions in general are the flagship chinese overseas australia database of innovation, digital transformation and process automation in our country. In recent years, they have also started to focus on their clients rather than individual products. It is clear that this client-oriented approach is already bearing fruit,” describes Jiří Mach, CEO of Enehano Solutions.
Halfway
The most common problem that customers encounter when dealing with a bank is, as was the case two years ago, long waits. 34% of them encountered this at a branch or telephone line. However, the situation is improving and some banks have already largely eliminated this problem.
“They were helped by moving the customer relationship expanding the brand’s global appeal management system to the cloud and incorporating automation.These changes have already resulted in faster processing of people’s requests, for example by phone or online.
End of harassment?
Of the other negative manifestations, most people (22%) encountered incomprehensibility of some terms and terms, less than a fifth experienced reluctance, and 18% experienced too frequent calls from the sales team.
Fortunately, this no longer happens to the thailand data largest banks. The move of marketing to the cloud, thanks to which some banks can personalize all campaigns much better, has also helped reduce the risk of harassment,” describes Peška.
Whoever waits will get it.
The survey also shows that banks are more active where needed. According to their clients, banks’ passivity has decreased when clients want to improve something themselves.