Trends Report

The France Financial Services Customer Trust Index, 2023: Banks

How French Banks Earn Customers’ Trust

December 18th, 2023
Aurelie L'Hostis, Principal Analyst
Aurelie L'Hostis Principal Analyst
With contributors:
Oliwia Berdak , Alyson Clarke , Kerstin Wehmeyer , Niraj Patel , Brianna Karls , Hannah Bradbury , Jen Barton

Summary

French banks saw no statistically significant decrease in overall customer trust in 2023 compared to 2022. Customer trust matters more than ever because trust drives revenue. Forrester’s Financial Services Customer Trust Index (FS Customer Trust Index) assesses the level of trust consumers have with their financial services providers. This report answers the question, “Which French banks are earning the most customer trust and how are they earning that trust?” across nine French banking brands that were analyzed as part of the FS Customer Trust Index in 2023. Customer experience, digital, and marketing executives can use this report to inform their ongoing improvement efforts to earn customers’ trust.

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