Consumers Expect Clear, Consistent and Personally Informed Communications from Financial Institutions
WELLESLEY, Mass.–(BUSINESS WIRE)–Redpoint Global, a leading software provider that helps brands deliver revenue-generating and personalized customer experiences, today announced new research revealing major gaps in customer expectations and delivery of services by financial institutions. Conducted by Dynata, the survey of more than 1,000 U.S. consumers found that while 82 percent of respondents expect banks to personally understand them, only 38 percent say their bank is effective in doing so.
Coordinated communication is also essential, as 88 percent of consumers surveyed said that a bank should have seamless communications and interactions across all channels (branch, website, mobile app, call center) updated with timely, relevant and valuable information. Currently, less than half (45 percent) feel their bank is very effective at delivering a consistent and seamless experien