Comments
Downward Trend in Bank Customer Experience: Report
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Nathan Golia
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Nathan Golia,
User Rank: Author
4/27/2014 | 11:44:54 AM
re: Downward Trend in Bank Customer Experience: Report
I think it gets back to the time required to do what people think should be simple transactions whether online or in a branch. I recently ordered more checks from my top 5 bank and the site was slow and clunky. And the last time I had to chat with an actual banker in the branch I felt they spent more time trying to upsell me on the path to the product I needed than getting me to than product.
Jonathan_Camhi
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Jonathan_Camhi,
User Rank: Author
4/27/2014 | 8:45:49 PM
re: Downward Trend in Bank Customer Experience: Report
Yeah but many banks haven't figured out how to upsell through their digital channels yet. So they feel they need to turn every branch interaction into a sales opportunity.
Becca L
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Becca L,
User Rank: Author
4/28/2014 | 1:30:57 PM
re: Downward Trend in Bank Customer Experience: Report
Even buying anything online from a bank is a series of pressing "no
thanks" or "not now" "tell me later." I agree, the upselling, alerts,
notifications, etc, it is getting a bit out of hand.
Kelly22
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Kelly22,
User Rank: Author
4/28/2014 | 4:34:20 PM
re: Downward Trend in Bank Customer Experience: Report
Slow, older sites could definitely be part of the reason behind the decline in customer experience, especially for a generation that's pretty impatient with older tech. I also agree on the selling factor - it's pretty annoying that I have to click through multiple ads just to check my balance.
Jonathan_Camhi
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Jonathan_Camhi,
User Rank: Author
4/28/2014 | 9:07:25 PM
re: Downward Trend in Bank Customer Experience: Report
Yeah most banks' online banking portals leave much to be desired. More and more are updating them though. I had an interview with a bunch of bankers a month ago and all of them were in the process of redesigning their sites. It's a pretty big priority at most institutions.


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