Avaya survey of nine countries shows South African banking customers most likely to choose mobile app to contact their bank.
A study conducted by Avaya reveals that South African consumers prefer a digital-first approach to resolving their basic banking issues. The Customer Experience in Banking Survey, conducted with YouGov, queried more than 10,000 banking customers in two waves – the first covering the UK, UAE, India and Australia, and the second South Africa, France, Germany, Italy, and Saudi Arabia.
Out of the nine countries surveyed, South Africans were the most likely to say they preferred to use a mobile banking app to access their banking services – and they are also most likely to lodge a formal complaint about bad customer service.
30% of respondents in South Africa would most likely contact their bank via a mobile app, compared with 26% in India, 24% in the UAE, and just 10% in France and 8% in Germany. Online banking was the second-most preferred channel for South Africans, at 26%, with just 18% preferring to visit their branch.
Getting the customer experience right is vital to South African banks as 67% of respondents would lodge a formal complaint with their bank about bad customer service – Click here to read entire article
Source:: IT News Africa