(Boursier.com) — Forrester released ‘The European Banking Customer Experience Index Rankings’, 2022 report, in which analysts rated the quality of customer experience of 47 major European banking brands.
Customers rated banking experiences as good in the UK, fair in Germany, Italy, France and Sweden, and poor in Spain.
the Mutual credit topped the charts for the seventh consecutive year. Crédit Mutuel has dominated the ranking since 2016. It outperforms all other French banks on all drivers related to banking services, branches, communication and customer service. Crédit Mutuel also creates the easiest, most efficient and most emotionally positive experiences in French banking.
LCL and the Agricultural credit complete the top three. Customers judged their experience at Crédit Agricole and at LCL, a subsidiary of Crédit Agricole, to be good. To achieve its ambitions for 2025, the Crédit Agricole Group relies on a digital “relational model” reinforced by local accountability. This approach is based on significant investments: The group has planned 20 billion euros in IT and digital expenditure until 2025.
“French online adults value the human connection when banking, especially when things go wrong. According to 2022 data from Forrester, more than 70% of French online adults agree that access to customer service human in their bank is very important to them” explains Forrester…
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