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  "docId": "019dd923-5ca1-7489-b635-0dd18b578782",
  "docSlug": "929939d4f7b6ca1f",
  "documentTitle": "Global Retail Banking 2022",
  "authorId": "BCG",
  "authorName": "BCG",
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  "notes": "The chart uses a grouped bar format to compare current vs desired bank roles.",
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      "text": "Customers are looking to build deeper relationships with their banks.",
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      "kind": "chart",
      "text": "Comparison of bank roles: Vault, Good friend, Supermarket, My GP or dentist, Amazon.com, Personal shopper, My gym, School.",
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      "kind": "list",
      "text": "Digital banking is becoming the norm. Customers are more satisfied with mobile and online banking than with all other channels. Customer satisfaction with their experience with branches and call centers is low. Customers are ready for banks to take on a new role.",
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      "text": "Customer preference: 31%",
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      "kind": "paragraph",
      "text": "Most retail banks are already in a \"good\" position, starting with their relationships with their customers. In the wake of the 2008 financial crisis...",
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      "kind": "source-note",
      "text": "Source: BCG REBEX Consumer survey 2021. Questions: My bank today feels like...? I would like my bank to be more like...?",
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      "kind": "title",
      "text": "Exhibit 3 - Customers Want Their Banks to Feel More Like a \"Good Friend\" for Advice and a \"School\" for Financial Guidance",
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      "evidence": "Side-by-side bars: 'My bank today feels like' vs 'I want my bank to be more like'",
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    },
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      "evidence": "Title states the insight: customers want bank to feel like 'good friend'/school",
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      "evidence": "Paired horizontal bars for matched comparison",
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      "evidence": "Customers want banks to feel like a 'good friend'/school - current gap in Exhibit 3",
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      "confidence": 82,
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      "evidence": "Banks under-deliver on 'good friend'/school role",
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      "matchId": "019dd95a-088b-72c8-b7e4-4fcba70e9bc4",
      "evidence": "Context -> Exhibit 2 'good bank' dimensions -> Exhibit 3 reveals 31% want 'good friend' vs 16% today; trust + 80% data-disclosure stats.",
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