Over Half Of Bank Customers At Risk Of Leaving

When over half of banks’ customers aren’t sure whether they’ll stay or go, financial institutions need to decipher the drivers of positive experiences and long-term customer loyalty — before it’s too late.

Within the next six months, 10% of retail banking customers say they will likely leave their bank, and an additional 41% of customers say they are unsure if they will stay or go. That means one out of every two banking customers are at risk of switching.

These findings come from the World Retail Banking Report 2013, an annual survey of 18,000 customers globally conducted by Capgemini and Efma.

The results are worse than the 2012 survey, when less than half of customers said they might leave their banks.

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