Customer Service in Europe 2011

The seventh annual Efma-Finalta Customer Service in Europe Report is now available. Process design and management is the highest service priority for European banks in 2011. This year's report develops this key area, focusing on what is required to deliver performance change in a Moment of Truth (MOT) improvement programme.

This joint research with Efma complements Finalta's in-depth benchmarking and best practice work. It draws from the findings from some of Finalta's service quality benchmarking engagements to provide additional insight.

The report is structured around the following four areas:

• Key trends in customer service metrics across Europe;
• Service improvement priorities;
• Delivering Moment of Truth improvements; and
• Developing Executive commitment.

Over 200 European banks participated in this survey.  In aggregate, the banks serve over 500 million customers. Respondents were typically Small Business Segment Heads or equivalent.

This report provides you with key industry benchmarks in the most commonly measured areas of customer satisfaction, Net Promoter Score (NPS) and attrition rates; along with an investigation of current capabilities and examples of market best practice.

To receive a copy, please contact research@finalta.eu

Note: The report is available only to Efma members, Finalta clients and media professionals.