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In the world of financial services, a dichotomy is emerging. In a new Salesforce survey, 72% of senior financial services executives reported that their customers were mostly or extremely satisfied (according to their own customer satisfaction surveys).
Customers themselves, however, tell a different story. They claim that financial services institutions fall short in several areas, including anticipating needs, prioritising financial wellness, and enabling customers to control their data.
The opportunity for improvement within the industry isn’t lost on decision makers. Despite reporting happy customers, financial services execs are also evenly split between those who believe their customer service is meeting all their customers’ needs (49%) and those who say their service is satisfactory but could be improved (49%).
Breaking the survey down into perceptions of the banking, wealth and asset management, and insurance verticals provides valuable insight into whether customers feel their needs are being met within these sectors.
Let’s pull back the curtain on customer service – both overall and sector-specific – within the financial services industry.
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