White Paper

Why 44% of customers experience poor customer service when banking online

Published April 15, 2020
Last modified May 12, 2020

According to a recent IDC report, 44% of customers say they’ve had poor experiences when banking online. Now, more than ever, digital banking can make or break the customer experience.

With an increasing number of initial transactions and interactions occurring online and via mobile, digital channels continue to dominate how consumers are interacting with their banks. To attract and retain a shifting demographic, banks are called to reconsider just how effective their current online customer experience offering is.

In this IDC report, you’ll read more about:

  • How banks can best use SMS when communicating with customers
  • Why large banks experience higher customer satisfaction rates than local banks
  • Actionable advice to develop opportunities for increasing engagement

Download this IDC report, Digital Banking Drives Overall Customer Experiences and Satisfaction, and see how adopting, using, and investing in digital channels can lead to growth.