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Ernst & Young: Indians have trust in the banking industry
April, 12th 2011

The credit crisis has had minimal impact on customer confidence in the Indian banking industry; 75% of respondents in India say their trust in the banking industry has grown during 2010, reveals a survey conducted by the consulting firm -- Ernst & Young.

Key drivers of customer satisfaction according to the survey christened as A New Era of Customer Expectation, are price, brand strength and personal attention. Customers in India are very satisfied with branch experience (84%), ATMs (81%), internet banking (79%) and mobile banking (59%).

However, the survey highlights that despite generally high levels of satisfaction with banks, Indian customers are generally leaving their main bank because of poor service. Half of customers who decided to leave their main bank did so because of general levels of service quality, while 38% cited product and service offerings.

In the future, 11%of the Indian respondents surveyed are thinking of switching their banks as against 7%of the global respondents.

Targeted switching offers will still be a rich source of new customer acquisition, while setting and delivering clear customer standards that are market-leading will pay dividends in terms of customer acquisition and retention. Viren H Mehta, director, Ernst & Young India said in a release.

Interestingly, the survey finds that 44% of customers worldwide say their confidence in the banking industry has decreased in the past 12 months.


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