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For Customer Experience Professionals

The France Banking Customer Experience Index, 2020

How French Banks Earn Loyalty With The Quality Of Their Experience

February 9, 2021


Why Read This Report

How well do leading French banks earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of seven banking brands in France 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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Table of Contents

  • Forrester's Customer Experience Index Methodology And COVID-19
  • Crédit Mutuel Leads Banks In France
  • Websites And Chat Best Deliver On The Three E's Of CX Quality
  • Great Service And Confident Customers Underpin CX Differentiation
  • Recommendations

  • Chart Your Course To CX Transformation
  • How Forrester Can Help

  • Understand The Drivers And Potential ROI Of Your Brand's CX
  • Supplemental Material
  • Related Research Documents

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