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  "documentTitle": "Retail banking survey Sustainability and retail banking",
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      "text": "Although sustainability, low pricing and transparent conditions have minimal impact on customer satisfaction, they are important triggers for switching.",
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      "text": "Customers are generally reluctant to switch banks, with fewer than 10% indicating plans to. Although sustainability, low pricing and transparent conditions have minimal impact on customer satisfaction, they are important triggers for switching. Banks can distinguish themselves from their competitors by creating a strong sustainability proposition, thereby attracting new customers.",
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      "text": "In the short term, customers, though generally reluctant to switch banks, would switch for sustainability reasons. They are more likely to switch banks than they were in 2018, with 8% indicating that it is likely or very likely. Of these 8%, 42% would switch because of another bank being more sustainable.",
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      "text": "Source: Roland Berger customer survey retail banking 2022",
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