Summary
How customers perceive a brand influences how much they spend with the brand and whether they recommend it, as well as how likely they are to forgive the brand’s missteps. This report answers the question of which banks in India provide the best customer experience (CX) and how they’re improving the quality of those experiences. We reveal the complete rankings of 11 banks that we analyzed as part of the India CX Index in 2021. Customer experience leaders at banks can use this report to review CX trends in Indian banking and inform their experience improvement initiatives.
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