FICO：2024意大利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:ItalyInsights into customer behaviors,preferences,and experiences with banksFICO Proprietary ResearchConducted September 2024,Published June 2025SurveyKey findings Over half(53%)of Italian banking customers hold only one account,and 90.3%of respondents(even those

2、 who hold two or more)designate one bank as their primary provider.The majority of Italian consumers(68%)still receive their banking services from traditional banks,yet nearly half of all respondents(43.6%)primarily engage with their banks through mobile apps.Customer experience plays a key role in

3、customers financial decision making.68%of respondents believe customer experience is as important as a banks products and services,and 23%rate it as more important.Italian consumers prioritize credit cards,savings accounts,and real-time payments as the most sought-after additional banking products.T

4、o maintain customer loyalty,banks should focus on delivering these diverse services.Banking customers in Italy strongly prefer digital communication methods such as email and mobile app notifications over calls to landline phones and traditional mail.2The data referenced throughout this e-book deriv

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

6、 bank customers look for in a primary provider.6Why a great customer experience is vital .10The top bank products and services that customers want .13Omni-channel communications:the right time,tone,and channel .15Conclusion .194IntroductionItalys economy is showing signs of gradual recovery as it mo