Quality rather than price? “It is interesting to note that the online establishments favored by their customers are not the cheapest on the market. Their offer is not based on all-free “, notes Maxime Chipoy, president of MoneyVox, a site specializing in personal finance. This is one of the lessons of the last edition made public Friday, November 19 of its quality trophies which assess the quality of service provided by banks to their customers. CIC and Crédit Mutuel are full of rewards. As for the ranking of online banks, it is dominated by Monabanq and AXA Banque.
Based on a survey conducted by OpinionWay among 5,010 people who answered questions about twenty establishments, these prizes are awarded to the three best network banks in six categories, as well as to the two best banks in line in four categories. This is not to conclude that consumers are not interested in their bank’s tariffs, especially at this time when the budget of many French people is under strain due to rising energy prices. “It is rather that they put the quality of service, and the image of the bank, before the tariffs”, Judge M. Chipoy.
It must be said that customers have only a vague idea of what their bank really costs them, despite advances in transparency and readability of tariffs such as the sending of the annual summary of fees or the information document. tariff grouping the main banking products and services. “Three quarters of customers say they pay less than 10 euros in bank charges per month. However, we know that in reality, an average customer rather pays between 15 and 20 euros of expenses per month, calculates Maxime Chipoy. This confirms that customers have a poor understanding of the reality of bank charges. “
Based on emotion
The French, however, seem to have a peaceful relationship with their bank. “Many indicators in our survey are up over one year. This reflects a higher satisfaction rate ”, translated Mr. Chipoy. A sentiment confirmed by the study on bank / customer relations by Deloitte published on October 28: 63% of French people trust their bank, while only 30% trust energy suppliers and 21 % to the Internet giants.
Deloitte also calculates an “emotional engagement score” measuring whether the bank allows the customer to “feel joy”. This purely subjective indicator, based on emotion, says a lot about the image of banks. “No banking player reaches the average, notes Stéphane Kielbik, manager at Deloitte, but it should be noted that the neobanks come out on top with an average score of 41 out of 100 against 35.3 for national banks and 38 for mutual institutions. “ In other words, the customers of 100% digital players are happier than others in their banking relationship.
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