Trends Report

The Spain Financial Services Customer Trust Index, 2023: Banks

How Spanish Banks Earn Customers’ Trust

December 18th, 2023
With contributors:
Oliwia Berdak , Alyson Clarke , Niraj Patel , Brianna Karls , Hannah Bradbury , Jen Barton


Most Spanish banks received a weak customer trust score in 2023. 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 Spanish banks are earning the most customer trust and how are they earning that trust?” across five Spanish 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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