ベインのウェブサイトは、ユーザーの、利便性の向上、と機能改善のために、クッキーを使用しています。詳細は、弊社のプライバシーポリシーをご参照ください。このサイト閲覧を継続されることで、クッキーの使用についてご了承いただいたことになります。

スナップチャート

How Customer Loyalty Spurs Growth and Better Economics for Banks

Simple and digital experiences help direct banks outperform traditional banks on loyalty.

  • 2019年1月9日

スナップチャート

How Customer Loyalty Spurs Growth and Better Economics for Banks

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.

Read the Bain Brief

In Search of Customers Who Love Their Bank

With banks facing increased competition from tech firms, our latest Customer Loyalty in Retail Banking Report examines how the banks can focus on what customers value most.

Tags

お気軽にご連絡下さい

私達は、グローバルに活躍する経営者が抱える最重要経営課題に対して、厳しい競争環境の中でも成長し続け、「結果」を出すために支援しています。