Banks recorded a global average of 65% in terms of customer satisfaction, according to the 2012 Retail Banking Voice of the Customer Survey, Capgemini. The Customer Experience Index proved to be an effective indicator of customer loyalty, which is an essential element of retaining and attracting customers.
The report states the global positive customer experience increased modestly from 35.8% in 2011 to 42.7% in 2012. Canada leads all countries with the highest levels of positive customer experience, defined as satisfaction along the dimensions most important to customers.
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