Why Should Your Bank Improve CX? $14m in Retained Revenue (Part 1 of 3)

Allegiance has been tracking banking customer experience (CX) since 2007 as part of our Pulse of America benchmarking service. The resulting dataset tells us all kinds of interesting and useful things about the state of the industry. Now I thought I'd share some tidbits publicly. Look out for a series of related posts over the coming weeks. To begin, let's consider the state of banking CX at a high level. As part of the Pulse of America methodology, we segment customers into three groups – Engaged, Swing, and Disengaged – based on their responses to a series of engagement-related survey questions. These segments are conceptually similar to the three Net Promoter segments (Promoter, Passive, and Detractor), where Engaged customers are more valuable than Swing customers who are more valuable than Disengaged customers.

June 26, 2013 Andrew McInnes