FICO：2024墨西哥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）（16页）.pdf

1、2024 Bank Customer Experience Survey:MexicoInsights into customer behaviors,preferences,and experiences with banksFICO Proprietary ResearchConducted September 2024,Published March 2025SurveyKey findings Most Mexican customers(59.6%)hold between two and three bank accounts,designating one provider as

2、 their primary account.The primary is typically the bank they have used the longest.The vast majority of Mexican consumers(77%)still receive their banking services from traditional banks,yet interest in digital banking services is increasing,with one in four Gen Z consumers using digital banking pla

3、tforms.Customer experience plays a key role in customers financial decision making.68.8%of respondents believe customer experience is as important as a banks products and services,and 28.5%rate it as more important.Mexican consumers prioritize credit cards,savings accounts,and loans as the most soug

4、ht-after banking products.To maintain customer loyalty,banks should focus on delivering diverse services.Banking customers in Mexico strongly prefer digital communication methods such as mobile apps and emails over calls to landline phones.2The data referenced throughout this e-book derives from a F

5、ICO-commissioned survey conducted by an independent research agency in September 2024.The survey asked 1,000 customers across Mexico for their opinions about their banking experiences,preferences,and whether their financial institutions are meeting their needs.Methodology3Introduction.4Primary bank

6、status and customer loyalty .6Customer experience(still)reigns .9Top bank products and services.11Omni-channel communications:the right time,tone,and channel .12Conclusion.14Contents4IntroductionIts an exciting time for Mexicos finance sector.Mexico currently boasts one of Latin Americas most develo