Vision Report

The UK Financial Services Customer Trust Index, 2022: Banks

How UK Banks Earn Customers’ Trust

May 1st, 2023
Aurelie L'Hostis, Principal Analyst
Aurelie L'Hostis Principal Analyst
Kerstin Wehmeyer, Researcher
Kerstin Wehmeyer Researcher
With contributors:
Oliwia Berdak , Alyson Clarke , Hannah Bradbury , Carine Lam , Sam Bartlett

Summary

Forrester has developed the Financial Services Customer Trust Index (FS Customer Trust Index) to assess the level of trust that customers have with their financial services providers. Why does this matter? Trust drives revenue. This report answers the question, “Which UK banks are earning the most customer trust, and how are they earning that trust?” We reveal the complete rankings of seven UK banking brands that were analyzed as part of the FS Customer Trust Index in 2022. Customer experience, digital, and marketing executives can use this report to inform their ongoing improvement efforts to earn customers’ trust.

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