Trends Report

The India Banking Customer Experience Index, 2021

How Indian Banks Earn Loyalty By Delivering Quality Experiences

February 14th, 2022
Amit Bhatia, null
Amit Bhatia
With contributors:
Ashutosh Sharma , Pushpa Marwal , Michelle Yaiser , Sukriti Dangi , Bill Nagel

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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