Customers at retail banks reported having fewer positive customer experiences for the first time in three years, according to the eleventh annual World Retail Banking Report (WRBR) released today by Capgemini. More than one-quarter of the countries in the WRBR’s Voice of the Customer survey reported a decrease of more than 10 percent in the share of customers with positive experiences, a reversal from 2013 when increases of more than 20 percent were prevalent.

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