《Digital Services Play a Key Part in》.pdfVIP

D ig it a l S e rv ic e s P lay a Key Pa rt i n C us t o me r A c q u is it io n a nd Re t e nt io n W H I T E P A P E R Sponsored by: Adobe m Marc DeCastro o c s. May 2009 t h g i s n i - l a i c I N T H I S W HI TE P A P ER n a n i f w. In early 2009, Financial Insights conducted a global consumer survey w w and in-depth bank interviews on financial digital services. Financial 1 digital services is defined as the distribution of content, information, or 6 7 6. product across the Internet, mobile device, or other electronic delivery 8 8 channel. The goal was to better understand consumers usage of and 9 . 8 satisfaction with the digital services provided by their financial 0 5 . F institutions while financial institutions gauged their current customer 3 satisfaction levels along with their investment strategies. We compared 3 5 5. customers use of and satisfaction with specific digital products 0 2 available and have defined those that stand out as needing further 6 . 8 0 investment. We also found areas where financial institutions gauged 5 . P that the perceived level of customer satisfaction is not congruent with A the actual level of customer satisfaction. S U 1 0 7 Highlights of this document include the following: 1 0 A M , ● Channel Usage Correlates to Satisfaction m a h g ● Areas Primed for Increased Investment n i m