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KPI’s for Banking & Finance – Is Customer Effort Score the best measure for predicting loyalty?

We recently launched the Services Benchmarking Study, designed to help brand owners understand how their organisation rates across a variety of metrics; including overall customer satisfaction, NPS and Customer Effort.

Our study highlights that for the banking and finance sector, they are one of the top performing services we measured across all our KPI’s.

In terms of Customer Effort Score (CES) our analysis also clearly shows the positive impact an effortless experience can have for the banking and finance sector. Check out our infographic which provides an overview of findings for the category including:

  • Overview by current account and credit card
  • Breakdown of KPI metrics compared to other sectors
  • The value of CES as a measure
  • Choosing & loyalty towards providers
  • Average tenure
  • Call centre contact

If you’d like to know more about our Services Benchmarking Study and find out how your business compares please contact Craig Strudley on +44 (0)1865 336 400

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