Customer Service Preferences in Financial Services - UK - May 2021
Customer Service Preferences in Financial Services - UK - May 2021

“The pandemic has accelerated the shift towards digital channels across the financial services sector. This offers cost-effective opportunities to expand the scope and reach of online customer service, but it also increases the relative value of human interactions. Knowledgeable staff remains the main priority in customer service, and consumers prefer traditional channels when a serious issue arises. Providers must strike the right balance by leveraging the advantages of digital services ...

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Overview

Overview

This report provides in-depth analysis and insight supported by a range of data. At the same time, introductory and top-level content is provided to give you an overview of the issues covered.

Executive Summary
Issues and Insights

Market

Market

Mintel provides a range of market information across categories including: forecasting and share information; internal and broader market environment information; and the issues that affect the market in question.

The Market – Key Takeaways
Market Environment
Market Drivers

Consumer

Consumer

Mintel conducts exclusive and original consumer research for reports, bringing up-to-date and unique insight to topical issues. This research examines the impact of social, economic, cultural and psychological influences on consumers.

The Consumer – Key Takeaways
Impact of COVID-19 on Consumer Behaviour
Financial Services Industry in Context
Most Important Factors in Customer Service
Channel Preferences in Customer Service
Reactions to Poor Customer Service
COVID-19 and Customer Service
Attitudes towards Customer Service

Data

Data

Reports provide appendices of data to support the research and insight produced. Our tables of data are easily manipulated and downloadable to support your research needs and covers factors from consumer attitudes to market forecasts.

Appendix – Data Sources, Abbreviations and Supporting Information