According to the findings, 26% of the Indian customers prefer to access services via banks website. The same number prefer mobile app rather than talking to an agent, compared to 19% in Australia, 21% in Britain and 24% in the UAE.
Oher key findings of the report are:
58% of the Indian customers want to receive an alert message when there is a problematic or fraudulent transaction and 49% want to be alerted when their credit card is up for renewal (the highest percentage in all the surveyed countries);
The most important factor for the Indian customers is to have issues resolved on the first point of contact, with 37% saying they would change banks after a bad experience, second only to the UAE;
25% of the Indian consumers are likely to voice their complaints on social media platforms compared to 15% in the UK, while 44% would let friends and family know about their issues.
The survey, entitled “Customer Experience in Banking”, covered India, UK, Australia and the UAE and registered the answers of 5,000 respondents.
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