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Customer Advocacy 2010: How Customers Rate European Banks

November 4, 2010

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  • By Vanessa Niemeyer, Ph.D.
  • with Benjamin Ensor,
  • Alexander Hesse,
  • Beth Hoffman

Why Read This Report

Customers who consider their main bank as a customer advocate that does what's best for them have more accounts at their main bank, are more likely to consider it for future purchases, and are more likely to recommend it to others. In 2010, only 29% of Western European adults believe that their bank acts in their best interests. Compared with 2008, some banks — particularly those involved in the financial crisis — have lost customer trust. Others have improved their customer advocacy scores by keeping things simple, operating transparently, treating customers benevolently, and building trust.

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  • Customer Advocacy Has Developed Differently Across Europe
  • Most European Banks Are Trusted By Less Than One-Third Of Their Customers

Also in Collection: Customer Advocacy

Table of Contents

  • Customer Advocacy Drives Loyalty And Sales
  • Customer Advocacy Scores Have Developed Differently Across Europe
  • Customer Advocates Excel In Simplicity, Transparency, Benevolence, And Trust
  • Supplemental Material
  • Related Research Documents

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