Trends Report

The European Banking Customer Experience Index, 2020

How European Banking Brands Earn Loyalty With The Quality Of Their Experience

November 17th, 2020
Oliwia Berdak, VP, Research Director
Oliwia Berdak VP, Research Director
Michelle Beeson, null
Michelle Beeson
Clarissa Skinner, null
Clarissa Skinner
Luis Deya, null
Luis Deya
With contributors:
Martin Gill , Harley Manning , Michelle Yaiser , Clarissa Skinner , Melissa Chaudet , Corrado Loreto , Shayna Neuburg

Summary

How well do leading European banking brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 28 banking brands in the UK, France, Italy, and Spain that were analyzed as part of the European Customer Experience Index (CX Index™) after the initial peak of the COVID-19 pandemic. We also unveil trends in CX quality and the role that emotion plays in CX. Customer experience professionals can use this report to inform their ongoing improvement efforts.

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