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Aug 2017 - IDC Perspective - Doc # EMEA42428717

European Consumer Banking Survey, 2017: Customer Experience from the User Perspective

Authors: Lawrence Freeborn, Thomas Zink


This IDC Financial Insights Perspective analyzes the results of the online survey of British, French, and German consumers of retail banking services, customers of high-street banks, and a smaller sample of building society customers and mid-tier players. The survey allows IDC to drill down into the attitudes toward the various aspects of the retail banking customer proposition and the different delivery channels.

"Customer experience in the European retail banking industry is on the cusp of significant disruption as the deadlines for implementation of the second Payment Services Directive and the General Data Protection Regulation draw closer," said Lawrence Freeborn, research manager, IDC Financial Insights. "With these impacts coming from the supply side of the industry, it is worth examining the state of consumer behavior and attitudes, as this study attempts to do."


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