Customers are frustrated by digital services
IN BRIEF:
- The research has been commissioned by experience services business - Foolproof, a Zensar company
- 47% say chatbots are not answering their questions
- 23% believe their banking experience has gotten worse in the last 12 months, across all age groups
What does this mean?
Anup Rege, Chief Business Officer, Integrated Studios at Foolproof said: “As the data shows, customers are rightfully expecting some kind of change in their relationship with their bank. While it’s not realistic to expect a return to bricks and mortar branches, or to see an expansion of call centres given a focus on reducing cost to serve and large investments in offering a better digital experience, it is reasonable for customers to expect a better relationship with their bank. Especially during this time of economic precarity.”
