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VARIABLE
Percentage of Australia respondents, 2015
0%
Online routine
Mobile app routine
15%
Mobile sales/service
52%
13%
ATM
Chat/video
RELIABLE
Branch sales/service
In Australia, mobile is more likely to delight than most other channels
Online sales/service
Select country
DELIGHTFUL
Branch routine
Phone
ANNOYING
Mobile browser routine
In Mexico, ATM and digital channels are more likely to delight than other channels
Percentage of Mexico respondents, 2015
28%
42%
Branch†sales/service
30%
In Brazil, self service channels are consistently more likely to delight than branch or phone
Percentage of Brazil respondents, 2015
20%
In Canada, digital channels are consistently more likely to delight than other channels
12%
Percentage of Canada respondents, 2015
32%
Percentage of China respondents, 2015
Mobile browser†routine
Mobile app routine
21%
In China, digital channels are consistently more likely to delight than other channels
Percentage of France respondents, 2015
35%
In France, ATM and digital channels are more likely to delight and less likely to annoy than other channels
22%
24%
In Germany, mobile channels are more likely to delight than other channels
11%
Percentage of Germany respondents, 2015
18%
Percentage of Hong Kong respondents, 2015
16%
In Hong Kong, mobile is more likely to delight than most other channels
7%
Percentage of India respondents, 2015
31%
In India, ATM is most likely to delight, with digital channels more likely to delight than human channels
In Japan, digital channels are less likely to annoy than branch and phone
9%
3%
Percentage of Japan respondents, 2015
Percentage of Netherlands respondents, 2015
8%
In the Netherlands, mobile apps are more likely to delight for routine interactions
In Poland, digital channels and ATM are more likely to delight and less likely to annoy than other channels
Percentage of Poland respondents, 2015
Percentage of Singapore respondents, 2015
In Singapore, mobile is consistently more likely to delight than other channels
Percentage of South Korea respondents, 2015
25%
In South Korea, mobile is consistently more likely to delight than other channels
In Spain, digital channels are more likely to delight than most other channels
Percentage of Spain respondents, 2015
Percentage of UK respondents, 2015
In the UK, mobile is more likely to delight than most other channels
In the US, mobile is consistently more likely to delight than other channels
23%
Percentage of US respondents, 2015
Customer Behavior and Loyalty in Retail Banking Report
November 2015
Learn more:
Find out which banking channels delight customers in different countries, based on Bainís survey of 115,000 consumers
THE CHANNELS THAT DELIGHT OR ANNOY
Decreasing likelihood to annoy
Increasing likelihood to delight
Mobile
Online
Branch
6 interactions in last quarter
Source: Bain/Research Now NPS surveys, 2015