Rated on a scale of 1
-
5, 5 being the best
Ease of navigation and usage of the
app/ website
Ease of authentication and accessing
account details
Ease of locating the branch office for
the needed services
Service quality at branch office and
with the relationship manager
Professionalism and transparency
maintained by the staff
Ease of transacting at the branch or via
app/ net banking
Ease of availing financial products and
e
-
services
3.7
3.9
3.9
4.0
3.8
4.1
3.9
4.3
4.1
4.1
4.4
4.4
4.4
4.2
3.6
3.2
3.4
3.6
3.7
3.6
3.8
High variance in ratings
Source
: ÀÖÓ㣨Leyu£©ÌåÓý¹ÙÍø CX survey co
-
created with EQUiTOR Value Advisory
CX laggard
Segment
CX leader