The World Retail Banking Report 2014, by Capgemini and Efma, indicates a downshift in customer experience for the first time in 3 years

1. Source: Capgemini Financial Services Analysis, 2014;
2014 Retail Banking Voice of the Customer Survey,
Capgemini Global Financial Services
Copyright © Capgemini Financial Services 2014. All Rights Reserved
www.worldretailbankingreport.com
For more information, email banking@capgemini.com
The Great Social Media Divide
What Customers Want versus What Banks Provide
What channels are customers
using to interact with their bank?
Where are banks implementing
social media functionality?
20142013
Social
Media
PhoneBranchMobileATMInternet
60%
57%
50%
46%
13%
22%
16%
14%
11%
8%
NA
10%
%CustomersInteractingWithChannels
atLeastOncePerWeek
% of Banks
+10%
customers globally
who use social
media at least once a
week to interact with
their bank
Asia-Pacific
home to most
frequent users of
social media banking
(16%)
Gen Y
customers are more
likely to switch from
mobile to social
media banking
42%
banks say they
have no intention of
offering transactional
capabilities through
social media
58%
banks say they will
not offer account
information
32%
banks currently
offer collaborative
functionality; another
51% plan to soon
Account
Information
Transacting
Social /
Collaboration
Servicing
Information
Gathering
56% 37% 8%
48% 43% 9%
32% 51% 17%
16% 42% 42%
14% 29% 58%
Implemented / Under Implementation
Offer in the Future No Plans / Unlikely to Offer
Source: Capgemini Financial Services Analysis, 2014;
2014 Retail Banking Voice of the Customer Survey,
Capgemini Global Financial Services
Copyright © Capgemini Financial Services 2014. All Rights Reserved
www.worldretailbankingreport.com
For more information, email banking@capgemini.com
Global Customer Experience Declines
For First Time in Three Years Banks Face Inflection Point
in Meeting Customer Expectations
North America is the
only region with
positive customer
experience over
countries showed a
decrease in positive
customer experience
of +10%
Latin America was the
only region to improve in
percentage of customers
with positive experiences
50%
25%
more
likely
to stay
3x
more likely
to Refer or
Buy More
Products
3-5x
Positive Experiences
Retain Refer
Generation Y (born between 1980 and 2000) are far more interested in
using the mobile channel compared to other age groups.
Positive experiences, the
importance of mobile and social
media have grown substantially…
…while the importance of all other
channels— branch, internet,
ATM and phone—has decreased
more than other age groups
Gen Y Customers Have
High Digital Expectations