Can UK banks deliver on their customer experience promises?
A Report Produced by Ovum
In response to the reputational damage wrought by the financial crisis, most of the UK's leading banks have made renewed promises around becoming more customer-orientated, with plans to raise the customer experience and satisfaction levels.
However, recent market entry from new players centered on a high customer service proposition suggests that many expect that the delivery gap between promise and reality will remain for most mainstream banks. In a period of immense regulatory and economic pressure, will UK banks be able deliver on their customer experience promises? This paper looks at some of the key barriers for banks to overcome.
To view the full report from OVUM click here.