Trends Report

The India Banking Customer Experience Index Rankings, 2022

How Indian Banks Earn Loyalty By Delivering Quality Experiences

July 15th, 2022
With contributors:
Ashutosh Sharma , Michelle Yaiser , Pushpa Marwal , Harley Manning , Aadya Gupta , Bill Nagel

Summary

The past 12 months have been a roller-coaster ride for consumers and brands. COVID-19 cases and deaths have declined, allowing consumers to return to a degree of normalcy in their social lives and brand interactions. Meanwhile, supply issues, staffing shortages, and rising costs hamper firms’ efforts to return to that same pre-pandemic “normal.” How well did India’s banks manage their customers’ experiences? This year, we reveal the scores and rankings of all nine banking brands. Results show that, except at a few banks, the quality of CX remained largely unchanged since last year. CX professionals at banks can use this report to inform their ongoing improvement efforts.

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