After a turbulent few years for retail banking, customer satisfaction levels are on the rise again, according to research from the Grass Roots Group. Indeed, four of the five major banks in the UK are now including detailed customer satisfaction information in their annual reports for the first time, which is a huge shift in philosophy.
However, the sector still faces many challenges, and digital disruption means banks are struggling to keep up with the pace of consumer expectation.
Against this background, MyCustomer has launched a new report into the retail banking sector, examining the challenges the industry faces as well as revealing what retail banks must now do to truly engage with their customers on all levels.
Neil Davey is the managing editor of MyCustomer. An experienced business journalist and editor, Neil has worked on a variety of newspapers, magazines and websites over the past 20 years, including Internet Works, CXO magazine and Business Management. He joined MyCustomer in 2007.