Financial services organizations still are battling to find the right balance between saving money and customer satisfaction, even though there is a lot of stress on different channels and self-service in recent years.  Making the customer experience better – a customer’s satisfaction with a contact, that is – ranks high on the list of several groups.

A huge 74% of people surveyed stated that increasing the degree to how customers feel about if the interactions meet their needs would be “significant” this year.

Web Interactions Hardly Ever Fulfill

The best way to make the customers happiest is for a live human to deliver the service.  Close to 80% of those surveyed said that call center reps usually met their needs.

A mere 37% of the people surveyed could say the same for the phone self-service channel.  Speech recognition technology may be changing they usually high level of frustration encountered by customers interacting with IVR systems, but there are still some problems