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Business Strategy: Banking Customer Experience Is Favorable in Convenience, Innovation, Digital Offerings, and Security Compared with Retail and Healthcare — But There Are Areas for Improvement

Business Strategy: Banking Customer Experience Is Favorable in Convenience, Innovation, Digital Offerings, and Security Compared with Retail and Healthcare — But There Are Areas for Improvement

This IDC Financial Insights report provides the results of our 2015 Multi-Industry Customer Experience Survey — our first cross-industry survey to provide a view of how banks stack up to the healthcare and retail industries.

"Despite what most bankers might think, the results within financial services were on par with the retail industry and did better than the healthcare industry in numerous aspects of our research," says Marc DeCastro, research director of Customer-Centric Bank Strategies at IDC Financial Insights. "It just goes to show you that despite being in a heavily regulated industry with legacy platforms and multiple levels of security, a good and innovative solution can be delivered in financial services, and customers have noticed."

Please Note: Extended description available upon request.


IDC Financial Insights Opinion
In This Study
Situation Overview
Survey Demographics
The Approach
Satisfaction — Banking Compared with Healthcare and Retail
Physical Experiences and Satisfaction
Web and Online Satisfaction
Mobile Satisfaction
Security and Privacy
Importance
Industry Confidence
Ownership of Online Security
Future Outlook
Banking Impacts of Security
Privacy Versus Relevant Offers
Innovation Perception
Essential Guidance
Services That Matter
Actions to Consider
Learn More
Related Research
Synopsis
Table: Respondents by Customer Experience Industry
Table: Importance of Services in Banking Versus Industry Perceived Capabilities (Mean Score)
Figure: Respondents by Type of Primary Financial Institution
Figure: Respondents by Age
Figure: Respondents by Household Income
Figure: Personal Satisfaction: Banking, Healthcare, and Retail
Figure: Online Satisfaction: Banking, Healthcare, and Retail
Figure: Mobile Satisfaction: Banking, Healthcare, and Retail
Figure: Importance of Security and Privacy: Banking, Healthcare, and Retail
Figure: Confidence in Industry Regarding Security and Privacy: Banking, Healthcare, and Retail
Figure: Ownership of Online Security and Privacy: Banking, Healthcare, and Retail
Figure: Action Taken Because of Security Breach
Figure: Key Component in Driving Privacy Versus Relevant Offers
Figure: Key Component in Driving Privacy Versus Relevant Offers by Primary Financial Institution
Figure: Key Component in Driving Privacy Versus Relevant Offers by Household Income
Figure: Key Component in Driving Privacy Versus Relevant Offers by Age
Figure: Type of Primary Institution Used by Individual with Regard to Innovation by Age
Figure: Type of Primary Institution Used by Individual with Regard to Innovation
Figure: Importance of Bank-Provided Services

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