Tech Industry

Digital Services Play A Key Part In Customer Acquisition And Retention

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Executive Summary

In early 2009, Financial Insights conducted a global consumer survey and in-depth bank interviews on financial digital services. Financial digital services are defined as the distribution of content, information, or product across the Internet, mobile device, or other electronic delivery channel. The goal was to better understand consumers' usage of and satisfaction with the digital services provided by their financial institutions while financial institutions gauged their current customer satisfaction levels along with their investment strategies. The author compared customers' use of and satisfaction with specific digital products available and have defined those that stand out as needing further investment. The author also found areas where financial institutions gauged that the perceived level of customer satisfaction is not congruent with the actual level of customer satisfaction.

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