World Retail Banking Report 2012 Finds Customer Experiences Must Improve, Forcing Banks to Re-Evaluate Their Business Models

Global Survey Shows Long Term Relationship between Banks and Their Customers at a Crossroads Today, Capgemini and Efma released the ninth annual World Retail Banking Report which found that while bank customers citing a "positive customer experience" increased modestly by seven percent globally from last year, customer retention is in flux. According to the Report's Customer Experience Index (CEI)(1), which surveyed over 18,000 bank customers across 35 countries, nine percent of customers are likely to leave their banks in the next....