BANKING SECTOR NEED TO REALISE THE VALUE OF DIGITAL TRANSFORMATION IN THE DRIVE TO IMPROVE CUSTOMER SATISFACTION
Four of the five major banks in the UK are now including detailed customer satisfaction information in their annual reports for the first time.
But according to provider of enterprise workforce optimisation solutions, eg solutions, work still needs to be done.
Tim Taylor, Chief Marketing Officer, eg solutions, says: “One of the Big Four, KPMG, has just launched a major new report into the UK banking sector, which shows that the industry as a whole is now recovering from the pain of the last few years.
“The sector is beginning to focus on its customer base, improving the consumer experience and is starting to address the very real issue of digital disruption in the sector. With the overwhelming majority of banks now reporting on customer satisfaction for the first time, retail banks are clearly making investments to improve customer experience, especially in the back office,” he adds.
“But the Report also makes clear that work still needs to be done to marry the promise of excellent customer service with the reality.
“It is clear that technology is transforming the way consumers interact with banks and as the relationship we have with money evolves still further, banks themselves need to be able to address this head-on.
“The only way to improve the customer experience is to improve not only the front office customer experience but the back office as well so that the banks can deliver seamless service no matter what the customer issue.”
The report goes on to note that the rise of digital and mobile technology is also making a profound change when it comes to the customer experience.
“The report concludes that improved customer service is paramount in the drive for retention and that banks need to ‘embed digital within their DNA’, something we firmly endorse,” concludes Taylor.