Special Feature
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CONSUMER CONFIDENCE
The financial
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BANKING
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anks have recently been on the receiving end of considerable
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public scrutiny, driven by their perceived role in triggering the
global financial crisis, and a sluggish economic recovery ever
since. Executive compensation is seen to be out of sync with underlying
fundamentals, and in many regions, banks are thought to be holding
back on extending much needed loans, thereby exacerbating the slow
growth environment.
A recent Ernst & Young global survey of consumer banking
confidence reveals some insightful perspectives on just what the
consumer’s viewpoint of banks is. This is the second annual Global
Consumer Banking survey, providing indications of where and how
consumer perceptions and behaviour is shifting. Overall, the survey
examines the views of more than 28,500 banking customers in
35 countries, and was polled in March 2012.
The survey focuses on the reasons for the changing behaviour of
the consumer towards their bank and how likely they are to switch
banks. The survey also specifically focuses on the channels consumers
use to engage and transact with their bank, the drivers for customer
satisfaction and the steps banks can take to enhance customer loyalty.
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• Customers placelatest Global Consumer Banking to
a high value on personalised products and
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and they like the convenience of flexible access to their bank. Banks
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need to let customers choose how they interact and offer different