FICO：2024美国银行客户体验调查报告：客户行为、偏好和银行体验洞察（英文版）（19页）.pdf

1、2024 Bank Customer Experience Survey:USInsights into customer behaviors,preferences,and experiences with banksFICO Proprietary ResearchConducted September 2024,Published December 2024SurveyKey Findings Most US customers hold 2-3 bank accounts,with one bank acting as their primary account provider.Fi

2、nancial institutions should attract young and new customers before they have established a primary account.Traditional banks are still popular among older demographics,while younger demographics increasingly use digital apps.62%of respondents believe customer experience is as important as a banks pr

3、oducts or services,and 26%think its more important.Banks must maintain high-quality customer experience across all touchpoints and channels to drive loyalty and growth.Banks should take an omni-channel approach to communications but should not overwhelm customers.They should choose the most appropri

4、ate channels based on customer preferences and use context to provide personalized interactions.2The data referenced throughout this e-book derives from a survey FICO commissioned by an independant research agency in September 2024.The survey asked 1,000 customers across the US for their opinions ab

5、out their banking experiences,preferences,and whether their financial institutions are meeting their needs.Methodology3Introduction.4Primary bank status and loyalty.6Customer experience(still)reigns.9Top bank products and services.12Omni-channel communications:The right time,place,and channel.14Conc

6、lusion.16Contents4IntroductionTrust is the human factor upon which our global economy depends:trust in the value of currencies,trust in the markets we trade in,and trust in the banks and institutions that guard and grow our capital.However,trust isnt established automatically.It needs to be earned,a