• Banks’ progress in digital and brand trust

  • In banking, both executives and consumers saw the most progress in brand trust and in delivering digital tools that enabled customers to do what they need to do. About 25% of consumers reported an improvement in trust in their bank’s brand, while 29% of banking executives noted an improvement on this dimension. About 40% of consumers noted an improvement in digital tools (online banking and the mobile app), while 29% of banking executives saw an improvement. 
  • Across most criteria, a higher proportion of executives noted deterioration in performance than their customers did (see Figure 1). Executives were most concerned about performance on convenient branch locations, delivery of personalised experiences, and recognising and rewarding customer loyalty. ‘We are finally starting to get it. We just don’t yet have enough progress to show for it,’ said an executive at one major bank.

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