40%
70%
manuel.aldana.dcosta@
accenture.com
30%
1.
ADRIEN KIRSCHFINK
trust their bank
77%
29%
Terminate a contract
INVESTING IN DIGITAL CHANNELS IS IMPORTANT. HOWEVER...
Check my balance
Channel preference depends on the type of activity. Customers still value human interaction to execute more complex activities.
Net Promoter Score (NPS) has significantly increased from last year to reach an historic high.
37%
2018
44%
Negotiate an offer
Is it a sign of reignited love between banks and customers?
70%
katia.willems@
accenture.com
26%
Transfer funds
BELGIAN MARKET PULSE SURVEY 2019 FOR BANKING
Buy a product
Download a printable version
41%
2019
2019
Want to compare your bank's performance with anonymized competitors and benchmarks? Our experts would be delighted to meet you for a chat.
REIGNITING
Update personal details
Introducing new services leveraging external data sources
HIGH DIGITAL PREFERENCE
Fraud protection
Banks should personalize their services to individual customers, continue investing on the right mix of digital channels without neglecting the importance of the human element in crucial interactions.
TO KEEP THE FLAME BURNING, BANKS CAN ADD OXYGEN TO SERVICES THAT CUSTOMERS VALUE.
2015
Personalized offers
THE HUMAN ELEMENT CAN'T BE NEGLECTED.
90%
Advice on retirement plans
KATIA WILLEMS
are satisfied
Using existing data to provide better services
59%
60%
3.5
Shopping discounts
CUSTOMER
LOVE
A LITTLE SPARKLE IS RETURNING!
BANKS ARE GENTLY RECLAIMING THE HEARTS OF THEIR CUSTOMERS...
84%
Account aggregation
59%
36%
79% (2018)
feel loyal
adrien.kirschfink@
accenture.com
TWO WAYS BANKS CAN BREATHE OXYGEN INTO THE RELATIONSHIP:
Monthly Limit Notifications
MANUEL ALDANA
THE RELATIONSHIP REMAINS FRAGILE: CUSTOMER LOYALTY, TRUST & SATISFACTION DROPPED.
82% (2018)
40%
Want more insights?
84% (2018)
THIS YEAR'S MARKET PULSE SURVEY BRINGS ENCOURAGING NEWS TO BANKS ABOUT THEIR CUSTOMER RELATIONSHIP, BUT THE RELATIONSHIP IS FRAGILE.
2.
HIGH HUMAN PREFERENCE
"Out of habit"
is continuously decreasing as the main reason for customers to stay at their bank.
51%
WHAT'S NEXT?
© 2019 Accenture. All rights reserved. Source: Accenture Market Pulse Survey 2019.
13.2
2017