November 2, 2007
Customer Advocacy 2007: How Customers Rate European Banks
This is the eighth document in the "Customer Advocacy" series.
with Alexander Hesse, Alyson Clarke, Michelle de Lussanet, Tim van Tongeren
Executive Summary (This is a document excerpt)
Customers who see their main bank as a customer advocate that does what's best for them, and not just what's best for its profits, are more likely to consider it for future financial purchases. On average, only 27% of Western European adults believe that their bank acts in their best interest. There are differences between European banks, however. What separates the winners and losers? The top-rated banks keep things simple, operate transparently, build trust, and treat their customers benevolently.
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