A little sparkle is returning! Banks are gently reclaiming the hearts of their customers.

1. Continued on next page 
A LITTLE SPARKLE IS RETURNING!
BANKS ARE GENTLY RECLAIMING THE HEARTS
OF THEIR CUSTOMERS...
MARKET PULSE SURVEY 2019 FOR BANKING IN BELGIUM
Net Promoter Score
(NPS) has significantly
increased from last
year to reach an
historic high.
REIGNITING
CUSTOMER
LOVE
THE RELATIONSHIP REMAINS
FRAGILE: CUSTOMER LOYALTY,
TRUST & SATISFACTION DROPPED.
3.5
13.2
2019
2018
“Out of habit”
is continuously
decreasing as the main
reason customers stay
at their bank.
2015
36%41%
29%
2017 2019
Is it a sign of reignited love between
banks and customers?
trust their bank
70%
82% (2018)
70%
79% (2018)
77%
84% (2018)
feel loyal are satisfied

2. Continued on next page 
1.
Using existing data to
provide better services
2.
Introducing new services leveraging
external data sources
INVESTING IN DIGITAL CHANNELS
IS IMPORTANT. HOWEVER...
TO KEEP THE FLAME BURNING,
BANKS CAN ADD OXYGEN TO
SERVICES THAT CUSTOMERS
VALUE.
Fraud protection
60%
Shopping discounts
44%
Personalized offers
37%
Monthly Limit Notifications
40%
Advice on retirement plans
30%
Account aggregation
26%
THE HUMAN ELEMENT CAN’T BE
NEGLECTED.
Channel preference depends on the type
of activity. Customers still value human
interaction to execute more complex
activities.
HIGH HUMAN PREFERENCE HIGH DIGITAL PREFERENCE
Negotiate an offer
59%
Terminate a contract
59%
Buy a product
40%
Transfer funds
90%
Check my balance
84%
Update personal
details
51%
TWO WAYS BANKS CAN BREATHE
OXYGEN INTO THE RELATIONSHIP:
% OF CUSTOMERS WILLING TO SHARE
THEIR PERSONAL DATA WITH THEIR BANK IN EXCHANGE FOR...

3. WHAT’S NEXT?
Want to compare your bank’s performance with anonymized competitors and
benchmarks? Our experts would be delighted to meet you for a chat.
ADRIEN
KIRSCHFINK
adrien.kirschfink@
accenture.com
MANUEL
ALDANA
manuel.aldana.dcosta@
accenture.com
KATIA
WILLEMS
katia.willems@
accenture.com
© 2019 Accenture. All rights reserved. Source: Accenture Market Pulse Survey 2019
Banks should personalize their services to individual customers, continue
investing in the right mix of digital channels without neglecting the importance
of the human element in crucial interactions.
THIS YEAR’S MARKET PULSE SURVEY BRINGS
ENCOURAGING NEWS TO BANKS ABOUT THEIR
CUSTOMER RELATIONSHIP BUT THE RELATIONSHIP IS
FRAGILE.