To succeed in today’s banking environment, bank executives need to understand their customers: their preferences, their channel usage, their needs and their satisfaction. That is why we talked with more than 33,000 retail banking customers spread across 18 different African markets. We asked them what was important to them in a banking relationship. We asked them what channels they currently use and what channels they would like to use. And we asked them how their current banks compared to their expectations.
To succeed in today’s banking environment, bank executivesneed to understand their customers: their preferences, theirchannel usage, their needs and their satisfaction.
That is why we talked with more than 33,000retail banking customers spread across 18 differentAfrican markets. We asked them what was importantto them in a banking relationship. We asked themwhat channels they currently use and what channelsthey would like to use. And we asked them howtheir current banks compared to their expectations
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