Customer Satisfaction in Financial Services - Canada - November 2015
"Customer satisfaction is a key determinant of success in the retail financial services market. Overall satisfaction is related to satisfaction with attributes that are relevant to each product category. In this report we drill down into the attributes that drive customer satisfaction in the main product categories in financial services such as general banking, investments and lending. The report also explores choice of financial institutions, tenure and general attitudes related to satisfaction and customer experience."
- Sanjay Sharma, Senior Financial Services Analyst
This report discusses the following key topics:
- Big five banks dominate outside Quebec
- Overall satisfaction generally high but interest rates and fees are the negative drivers
- Leaders in satisfaction: PC Financial performs strongest in general banking and Desjardins across most categories
- Trends in customer experience: Older consumers visiting branches less due to online banking while a third of all consumers have recommended their financial institution
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