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June 30, 2009 Customer Advocacy 2009: How Customers Rate Canadian BanksScores Drop Overall, But RBC Rises And Credit Unions Leadby Bill Doyle, Peter Wannemacher with Benjamin Ensor, Brad Strothkamp, Courtney Tincher |
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Executive Summary
Customer advocacy — the extent to which a firm's customers believe it does what's best for them rather than its own bottom line — is a key predictor of customer retention and growth. Forrester has measured customer advocacy among Canadian banks and credit unions for the past five years; in our most recent survey, banks and credit unions as a group hit a new low. Just 33% of Canadian households believe their banking provider does what's best for them. Even so, Royal Bank of Canada managed to improve its rankings, and credit unions lead the banking industry overall. Canadian customer advocacy leaders achieved this through customer-centric messaging, products, and service.
This is an excerpt
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