For Customer Experience Professionals

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	February 1, 2007 Do Financial Institutions Meet Customer Needs? It Depends On The Type Of Firm And A Consumer's Age And Gender by Bruce D. Temkin with Eric M. Dolan, Steven Geller	Average: 8  (5 ratings)

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Executive Summary

We looked at the relationships consumers have with eight types of financial institutions. No surprise, banks are the most prevalent provider. Across all of the other institutions, Gen Yers are the least likely to have a relationship. When it comes to meeting customer needs, banks once again top the list; seven out of ten consumers feel that banks meet their current needs. At the other end of the spectrum, only about half of consumers think that their credit card providers meet their needs. We also found that credit card providers most often meet the needs of Seniors and life insurers meet the needs of females more often than they do males. Looking across the institutions, it's clear that Younger Boomers could use more attention.

TABLE OF CONTENTS

• Banks Are At The Top Of The Relationship Ladder
• Meeting The Needs Of Consumers By Generation And Gender

WHAT IT MEANS

• Younger Boomers Are At Risk
• Related Research Documents

This is an excerpt

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