Trends Report

The European Banking Customer Experience Index, 2020

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

November 17th, 2020
Michelle Beeson, null
Michelle Beeson
Clarissa Skinner, null
Clarissa Skinner
Clarissa Skinner, null
Clarissa Skinner
Luis Deya, null
Luis Deya
With contributors:
Martin Gill , Harley Manning , Michelle Yaiser , Clarissa Skinner , 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.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.