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The Services Benchmarking Study – Identifying KPI’s for the Banking Sector
SPA Future Thinking recently launched the Services Benchmarking Study, designed to help brand owners understand how their organisations rate across a variety of metrics; including overall customer satisfaction, NPS and Customer Effort.
Our study also focused on benchmarking the top banking providers. The good news is that banking providers receive the highest satisfaction rates across all our KPI’s compared to the other service sectors measured, with 82% agreeing that their provider offers value for money. Loyalty is also high; 43% have been with their banking provider for more than 10 years, much higher than any other ‘service’ industry.
Download our infographic “Show me the money!” which provides an overview of findings across the top banking providers including:
- Breakdown of KPI metrics for banking providers
- Loyalty rates across current account, savings account and credit card
- Key reasons for cancelling accounts
- Areas of poor customer experience that cause customers to cancel
- Considerations towards new offerings from their current banking/ financial provider
The Services Benchmarking Study has compared providers’ big and small, detailing in-depth information of how your company has performed against the competition.
Here at SPA Future Thinking we utilise Their Voice our bespoke Voice of the Customer programme to help leading blue chip organisations achieve greater customer engagement and improved business performance.