consumer banking survey, 2016

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For more information, read Protiviti’s report, Getting to the Heart of Customer Experience – Insights from Protiviti’s Annual Consumer Banking Survey, available at www.protiviti.com.

Customer expectations: Is the benchmark to meet or exceed them?

How do consumers use banking appsand mobile websites?77% check balances53% make transfers48% make bill payments33% deposit checks

Ways in which consumers voice complaintsI call customer service 63%I go into my branch 40%I email them 18%I call the corporate office 6%I use Twitter to send a message 1%I don’t do anything 5%

Getting to the Heart of Customer ExperienceInsights from Protiviti’s Annual Consumer Banking SurveyFor board members and C-suite executives in consumer financial services, customer experience represents acritical priority. According to Protiviti’s second annual Consumer Banking Survey, most financial services providers have been successful in at least meeting customer expectations. Yet a deeper look at the survey results shows that they have ample room for improvement in exceeding customer expectations, managing the customer experience and convincing consumers that they care about their complaints.

Customers who report that their financial servicesprovidersat least meet

their expectations.

Customers who report that their financial services providersexceed their

expectations.

Customers who believe their financialservices providers “absolutely care”about a problem

they share.

Providers that, in response to acustomer complaint, respond every time with

a resolution.

By Generation By Income Bracket

Key Takeaway: In general, the higher a customer’s income bracket, the greater the likelihood that the customer has beenfrustrated or disappointed by a financial services company.

Key Takeaway: A majority of consumers have experienced exceptional customer service ... but many also have had a frustrating or disappointing experience.

70%

60%

50%

40%

30%Less than$25,000

$25,000 to$49,999

$50,000to $74,999

$75,000 to$99,999

$100,000to $149,999

$150,000 to$199,999

$200,000or more

Exceptional Customer Service Frustrated/Disappointed

38%

61%

44%

58%

42%

59%

46%

64%

49%

58%

44%

56%

52%

62%

70%

60%

50%

40%

30%

Overall

Exceptional Customer Service

21-29 30-39 40-49 50-59 60+

59%

44%

65%

41%

61%

45%

56%

49%

57%

46%

60%

40%

Frustrated/Disappointed

Consumers who have received exceptional customer service or have been frustrated/disappointedby a financial services company