FICO：2024荷兰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）（21页）.pdf

1、2024 Bank Customer Experience Survey:NetherlandsInsights into customer behaviors,preferences,and experiences with banksFICO Proprietary ResearchConducted September 2024,Published June 2025SurveyKey findings Most customers in the Netherlands hold between two and three bank accounts,designating one pr

2、ovider as their primary account.The primary is typically the bank they have used the longest.The vast majority of Dutch consumers(82%)still receive their banking services from traditional banks,though interest in digital banking services is increasing,particularly with younger demographics.Customer

3、experience plays a key role in customers financial decision-making.In fact,63%of Dutch respondents say that customer experience is as important as bank products and services,and 19%say it is more important.Dutch consumers prioritize savings accounts,real-time payments,and credit cards among the most

4、 sought-after additional banking products.To maintain customer satisfaction,banks should focus on delivering diverse services.Banking customers in the Netherlands strongly prefer digital communication methods such as mobile app notifications and emails,rather than calls to landline phones and tradit

5、ional mail.2The data referenced throughout this e-book derives from a FICO-commissioned survey conducted by an independent research agency in September 2024.The survey asked 1,000 customers across the Netherlands for their opinions about their banking experiences,preferences,and whether their financ

6、ial institutions are meeting their needs.Methodology3ContentsIntroduction .4What makes a primary provider?.6The bank products and services that customers want most .10Customer experience(still)reigns .13Omni-channel communications:the right time,tone,and channel .15Conclusion .194IntroductionThe Dut