According to the ForeSee Experience Index: Banking Report, branches still matter, defection remains a risk, and consumers have an increasing interest in fintech services from traditional banks.
Download the report today to learn what over 4,000 people say about their experiences with credit unions, regional banks, and national banks — providing valuable insights into consumers' retail banking experiences, including:
- Map of the Market: Credit unions and local banks outperform large, national banks in terms of CX.
- Click-and-Mortar Journeys: Branches still matter – a lot. But digital touchpoints are important for retention and loyalty.
- Breaking Up Is Hard to Do: Most banks rely too much on captive loyalty to retain customers.
- Fintech is the Future: New technologies are a growing threat, but smart banks can adapt and learn from fintech successes.