1 minute read
By Shannon Latta
Posted in Customer Engagement
Consumer banking behaviors have changed radically as a result of the COVID-19 pandemic. Verint has announced new research that shows which banks have maintained and even improved customer satisfaction during a time of intense market disruption.
The research is based on the Verint Experience IndexTM benchmark survey of consumer satisfaction with 15 leading banks and includes CSAT and NPS rankings. Consumers were surveyed in February/March and April, before and during the implementation of COVID-19 social-distancing guidelines.
More than 7,500 banking customers were surveyed—in two waves, before and during social distancing guidelines—to understand their journeys, values and expectations. The data shows big changes in all of those categories. The report also reveals that banks that anticipate needs—especially in digital—win on loyalty, satisfaction and customer lifetime value.
One sample from the findings? Digital self-serve—a.k.a. digital empathy—reduces costs and improves satisfaction.
Read the full blog.
For more information, check out today’s press release.
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