Space and time, the first two coordinates of a good customer experience in banking

[nurmohammadkhan]

As always, everything starts from the data or in any case from the qualitative and quantitative analysis of the reference context, which in this case provides interesting information.

It was recently observed that over half of millennials would be willing to change jamaica whatsapp resource banks if they had better mobile or digital features ( source: BAI.org). At the same time, however, digital consumers say they miss the personalized service that only a direct and physical relationship can provide through real-life operators.

Added to this is the fact that 9 out of 10 consumers consider it “important” or “very important” to have a quick and immediate response when it comes to asking a question and receiving a definitive answer from customer service.

The same consumers, for a good 30%, consider themselves to feel strongly frustrated when they ask for help from customer service and find themselves having to wait or having to uselessly repeat the same processes and the same requests without actually solving the problem. From these statistics, some considerations can already be drawn.