The Unisys study focused on the views of Australian bank customers to discover the effect of banks’ customer service initiatives and banking customers’ preferences and habits.
The research found that, although 61% of customers are satisfied with their bank, only 14% consider themselves to be loyal.
Other findings included that 76% of respondents would move their business to a bank that rewards loyalty, that 87% want unique banking experiences and that 67% want excellent customer service from every part of the bank they deal with.
The research also showed that 91% of respondents would welcome more biometric technologies to protect their identity and their transactions.
The research indicates that, if banks can extend relationships with customers, meet customers’ preferences for unique experiences, provide loyalty rewards, and offer excellent service and new, secure technology, then customers’ loyalty and advocacy will improve.
