Customer Experience Index – 2010: The state of retail banking following the financial crisis

PwC and Senteo Inc present the results of the annual retail banking sector survey “Customer Experience Index – 2010: The state of retail banking following the financial crisis” (CEI-2010) that is created to provide a new benchmark for retail banks and a tool for measuring the quality and consistency of customer experience.

The survey rates all bank on the basis of five core elements of customer experience: Brand, Communication, Environment, Offering and Culture. It covers 90 retail banks from Russia, Ukraine, the Czech Republic and Slovakia. This study is of particular value and interest to the general managers of retail banks, as well as department managers for retail business, strategy development, marketing and customer service.

“Customer Experience Index – 2010” aims to provide readers, especially retail banking professionals, a unique view into the minds of bank customers as they experience banks by coming into direct contact with them in a real bank environment. CEI-2010 provides a new benchmark for the retail banking industry and offers practical insight into the key areas that may contribute to a bank’s successful performance within the retail segment.