Trends Report

The Spain Banking Customer Experience Index, 2020

How Spanish Banks Earn Loyalty With The Quality Of Their Experience

February 11th, 2021
With contributors:
Martin Gill , Michelle Yaiser , Clarissa Skinner , Melissa Chaudet , Shayna Neuburg

Summary

How well do leading Spanish banks earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of six banking brands in Spain that were analyzed as part of the European CX 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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