Verint Experience Index: Banking

CSAT, NPS and Customer Behavior Insights

Verint Experience Index: Banking
With the most serious effects of the pandemic seemingly behind us and inflation rising across the globe, banks are facing new challenges to keep their customers both happy and loyal.

The data collected by Verint shows that CSAT scores have fallen for the majority of the 20 banks in our survey, with average NPS ratings also lower than pre-pandemic levels.

The research showed that concerns about the security of their money and protection against identity fraud are clearly at the forefront of customers’ minds when choosing a new bank.

Included in this report:

  • Putting security front and center
  • How to improve the branch experience
  • The importance of offering help to younger customers