Snap Chart
How Customer Loyalty Spurs Growth and Better Economics for Banks
Simple and digital experiences help direct banks outperform traditional banks on loyalty.
Banks that lead in Net Promoter Score®—a metric of the likelihood a consumer would recommend the bank to others—outperform laggards in net interest income growth, according to a Bain & Company survey of 151,894 people in 29 countries. And direct banks such as ING generally outperform traditional banks on loyalty, in part because direct banks offer a more simple and digital experience. For instance, 92% of direct banks were highly rated by respondents on saves time, compared with just 28% of traditional banks.
Stanford Swinton is a partner in Bain & Company’s Financial Services practice.
Net Promoter Score® is a registered trademark of Bain & Company, Inc.
Banken auf der Suche nach loyalen Kunden
Banken stehen zunehmend im Wettbewerb mit Technologieunternehmen. Im Rahmen der aktuellen Studie zur Kundenloyalität im Retail-Banking untersucht Bain, wie Kreditinstitute den Erwartungen ihrer Kunden besser gerecht werden können.
First published in Januar 2019