Moments of Truth: Retail Banking
In retail banking, both competitive performance and regulatory compliance now hinge on customer experience (CX). Providers are expected not only to earn loyalty but also to demonstrate clear evidence of fair value, understanding and support under Consumer Duty.
Moments of Truth gives retail banking intelligence to meet both demands. This multi-client tracking programme benchmarks performance across the sector, revealing how leading brands deliver against customer expectations and regulatory outcomes alike. The insights help subscribers refine service, strengthen compliance and focus improvement where it matters most.
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Benchmark
Track how your brand stacks up against 80+ financial providers across critical journeys and touchpoints.
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Learn
Understand what drives customer satisfaction, advocacy and regulatory compliance, and why top performing competitors are excelling.
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Act
Pinpoint moments to improve and take action that strengthens your market position, CX and Consumer Duty outcomes.
Evidence that drives performance
Moments of Truth includes established KPIs, enchanced by innovative metrics that are anchored in behavioural science to benchmark, diagnose and improve your CX. Subscribers benefit from insights about their own CX, that of peers and of market leaders. You'll know which journeys most influence and drive up brand perceptions, and where you should invest to get ahead of the competition.
- Measure performance across 80+ retail banks and up to 20 key moments of truth, covering different interactions, products, channels, onboarding journeys and sensitive engagements with vulnerable customers.
- Turn customer feedback into actionable evidence for regulatory confidence. Evaluate how your organisation delivers fair value, clarity and support at critical touchpoints, ensuring CX improvements align with Consumer Duty obligations.
- Apply behavioural science to elevate your CX and create memorable peak moments that have a lasting impact.
- Convert insight into decisions with measurable outcomes, monitor the impact of investment and identify change over time with robust tracking data.
