Clarabridge Study Reveals Shifting Consumer Attitudes to Banking
Summary
Amongst the main findings: More than half (58.3%) of customers said that they are comfortable carrying out their transactions without speaking to a human being at all, unless they have complex issues such as loans, mortgages and financial planning (60.2%) to discuss or they want to double-check something (33.7%). The research was commissioned by Clarabridge amongst 1000 UK-based bank customers with equal weighting between men and women and respondents aged between 18 and 100. Despite more than half stating that they are happy to carry out transactions without speaking to anyone, when all respondents were asked how they resolve quick queries with the minimum effort, the majority, 37%, prefer to do this over the phone and surprisingly, 34.9% still like to go into a branch. This will allow banks to extract information that can shed light on the most common queries, and how these differ to second or third interactions with customers. Offering the most comprehensive solution for omni-source listening, accurate customer and text analytics, and real-time, guided action is why leading brands trust Clarabridge to power their CX programs and drive a customer focused strategy.