Satisfaction with Banking Customer Service
An Ipsos survey for Chameleon PR has found that the top three points for improving customer service in GB are enabling customers to bank when and how they want (49%), friendly and knowledgeable staff (45%) and easy access to the branch (39%).
There were similar findings in the US, France and Germany where friendly and knowledgeable staff was the most important point (US 60%, France 50% and Germany 45%), followed by enabling customers to bank when and how they want (France 56%, US 45% and Germany 42%) and easy access to the branch ((US 49%, Germany 34% and France 31%).
Technical note
The research was conducted on i:omnibus, Ipsos’s online omnibus, in GB, France, US and Germany between 25-30 October 2013.
Questions were asked online of 1,018 GB adults aged 16-75, 1,004 French adults aged 16-74, and 1,000 US adults aged 18-75 and 1,010 German adults aged 16 to 70 (total 4,032 consumers).
To be nationally representative, the survey data was weighted by age, gender, region, working status and main shopper in GB; age, gender, region, working status, main shopper, social grade and working status in France; age, gender, region, working status, working status and income in the US; and age, gender, region, working status, household size, employment status, main shopper and size of town in Germany.
