Does your customer experience live up to your brand promise? Are you exceeding or falling short of your customers' expectations?
Maybe your delivery is just about average and ready for a little TLC?
Our new CX+ study shows you how to close the gap between brand promise and customer experience… and achieve greater levels of:
SATISFACTION, LOYALTY, ADVOCACY and PROFITABILITY.GET THE LOW-DOWN ON CX+
We talked with 8,687 people in the UK, and asked them what they expected from their bank, what their actual experiences as customers were, and how these experiences compared with the brand promises. We then calculated the CX+ score for each bank by combining their CX performance and their Experience Gap.
These are the brands that hold the Experience Advantage.
The CX+ Index score is the result of adding the Experience Gap to the CX Performance score. If the CX+ Index score is equal, the result of the CX Performance score is the decisive factor for the ranking number.
Find out how these organisations compare by downloading the full report.
Leading CX+ banks are clearly focussing on brand purpose, efficiency and authenticity in the way they engage with people at each touchpoint across their customer journey – and this is paying off for them, both commercially and reputationally.
Customer of CX+ leaders in the UK are:
More likely to recommend their bank to a friend or colleague
More willing to take up new products with their bank
More likely to place more business (deposits and investment products) with their bank
We all know the importance of delivering an exceptional customer experience. But to be a truly customer-centric organisation, banks must go further and consider how their brand experience aligns (or doesn’t) with the promises they’re making to their customers.”Amy Cashman
CO-CEO, Insights Division, Kantar
Brands need to accept that what has sustained them in the past, is unlikely to keep them growing in the future. Barriers to entry are falling all the time and those that aren’t disruptors themselves will be disrupted.”Tim Pritchard
Managing Director of Customer Experience, Kantar
The UK's retail banks are at a crossroads. They are in a position to set a new standard for digital customer experiences, but waning consumer trust and competition from fintechs is eating away at their margins. Never before has it been more important to build a strong rapport with customers and delight them with highly personalised banking services.
Discover what it takes to gain the Experience Advantage.
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Want to know more about the performance of your organisation and how you compare to the competition? We’d love to talk to you about how CX+ can help you achieve the Experience Advantage.
Send us a message and our CX+ team will be happy to get in touch and answer your questions.Contact us