FICO：2024英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:UKInsights into customer behaviors,preferences,and experiences with banksFICO Proprietary ResearchConducted September 2024,Published February 2025SurveyKey Findings Most UK customers hold between two and three bank accounts,designating one provider as their prima

2、ry account.The primary is typically the bank they have used the longest.Access to traditional brick-and-mortar banking branches remains crucial for 81.5%of UK customers,and 80%of respondents value the ability to speak to a real person.Customer experience plays a key role in UK customers financial de

3、cision making.64%of respondents believe customer experience is just as important as banks products and services,and 22%rate it as more important.Mobile apps are gaining popularity among younger demographics and high-income customers.Banks must strike the right balance between tech and human interact

4、ions to win loyalty from all customer segments.British consumers prioritize savings accounts,credit cards,and mortgages as the most sought-after additional banking products.To maintain customer loyalty,banks should focus on delivering a diverse range of services.UK banking customers strongly prefer

5、digital communication methods such as mobile apps and emails over calls to landline phones.2The data referenced throughout this e-book derives from a survey FICO commissioned by an independent research agency in September 2024.The survey asked 1,000 customers across the UK for their opinions about t

6、heir banking experiences,preferences,and whether their financial institutions are meeting their needs.Methodology3Introduction.4What makes a primary provider?.6Blending digital and physical banking channels .9Creating a winning customer experience .12Deliveringpersonalized,contextualoffersandarange