4.1
3.9
3.9
3.8
3.8
3.8
3.8
5.0
5.0
4.5
5.0
4.5
4.5
4.5
3.0
3.0
2.9
3.1
2.5
2.8
2.9
Availability of relevant information
across channels
Quality of support offered by the staff at
branch
Ease of application process
Seamlessness of identity verification
and KYC
Ease of putting in a guarantor or co
-
owner for the loan
Account opening charges
Registration for online access to
services
Segment
CX laggard
CX leader
Rated on a scale of 1
-
5, 5 being the best
High variance in ratings
Source
: ÀÖÓ㣨Leyu£©ÌåÓý¹ÙÍø CX survey co
-
created with EQUiTOR Value Advisory