How are banks and building societies performing in the minds of the British public?
The retail banking industry has undergone many changes in the decade since the 2008 financial crisis, many of which were made to regain trust and improve customers’ banking experience.
This paper uses our audience segmentation tool (YouGov Profiles) and brand tracker (YouGov BrandIndex) combined with insights provided by our expert sector consultants to look at consumers’ current perception of banks. It assesses how interactions have changed in the wake of widespread branch closures and the move towards more digital – and particularly mobile – transactions.
The paper also explores which banks’ customers are most satisfied with their experience and how this compares with building societies.
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