“Although customer service satisfaction levels are fairly high, there is vulnerability as branch closures continue and the cost-of-living crisis drives the need for support. Many consumers still prefer human interaction, especially for more complex issues and advice. This will require the shift to digital communication to retain face-to-face communications, with providers needing to expand video appointments and raise awareness of the service.”

– Grace Alexander, Market Research Analyst, June 2022

Key issues covered in this Report

The impact of the rising cost of living on financial services providers’ customer services.

Consumer use of customer services and satisfaction levels.

Drivers of consumer dissatisfaction with customer services.

Consumer contact preferences for financial services providers’ customer services.

Attitudes towards customer service experience.

Attitudes towards the future of customer services and innovations.