Trends Report

The UK Financial Services Customer Trust Index, 2023: Banks

How UK Banks Earn Customers’ Trust

December 18th, 2023
Aurelie L'Hostis, Principal Analyst
Aurelie L'Hostis Principal Analyst
Kerstin Wehmeyer, Researcher
Kerstin Wehmeyer Researcher
With contributors:
Oliwia Berdak , Alyson Clarke , Niraj Patel , Brianna Karls , Hannah Bradbury , Jen Barton

Summary

UK banks saw no statistically significant decrease in customer trust in 2023 compared to 2022, despite the turmoil of the banking crisis. 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 UK banks are earning the most customer trust and how are they earning that trust?” across seven UK 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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