Banks are perceived to be one of the top industries in terms of high-level customer service, according to a Pegasystems study, ranking only behind hotels and restaurants in consumer perceptions.
The results indicate that the customer service factors most important to banking customers are listening to and understanding their needs and representatives with courteous, patient and/or friendly attitudes.
By contrast, few find personalized service that knows their recent buying history and activities to be important.
Even so, offering irrelevant product or service recommendations emerges as the most annoying facet of banks’ customer service, per respondents.