FICO：2024德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）（20页）.pdf

1、2024 Bank Customer Experience Survey:GermanyInsights into customer behaviors,preferences,and experiences with banksFICO Proprietary ResearchConducted September 2024,Published May 2025SurveyKey findings Half of German customers hold between two and three bank accounts,designating one provider as thei

2、r primary account.The primary is typically the bank that offers the best customer experience(CX)and value for money.The vast majority of German consumers(66%)still receive their banking services from traditional banks,but interest in digital banking services is increasing among younger demographics.

3、Customer experience plays a key role in banking.56.5%of respondents believe customer experience is just as important as a banks products and services,and 18%rate it as more important.German consumers prioritize savings accounts,credit cards,and real-time payments as the most sought-after additional

4、banking products.To maintain customer satisfaction,banks should focus on delivering diverse services.Banking customers in Germany 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 FICO

5、-commissioned survey conducted by an independent research agency in September 2024.The survey asked 1,000 customers across Germany for their opinions about their banking experiences,preferences,and whether their financial institutions are meeting their needs.Methodology3ContentsIntroduction.4What ma

6、kes a primary bank provider?.6The bank products that customers really want.10The key to a great customer experience.12Omni-channel communications:the right time,tone,and channel.14Conclusion.184IntroductionThis is a challenging time for the German finance industry,as the country has recently faced i