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How Customer Loyalty Spurs Growth and Better Economics for Banks

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

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How Customer Loyalty Spurs Growth and Better Economics for Banks
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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.

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В поисках клиентов, лояльных своему банку

Сейчас, когда банки все больше и больше сталкиваются с конкуренцией со стороны технологических компаний, наш отчет исследует вопрос, как сфокусироваться на том, что клиенты ценят больше всего.

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