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  "documentTitle": "Retail banking survey Sustainability and retail banking",
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  "authorName": "Roland Berger",
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  "notes": "The slide compares two scenarios (Base case vs Accelerated) and their impact on customer switching behavior across five banks.",
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      "text": "Banks perceived as less sustainable will lose customers to more sustainable banks.",
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      "text": "Customer churn risk: 26%",
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      "text": "Given that the top-3 banks are seen as less sustainable and that sustainability is the key reason for switching banks, the customer base of the top-3 banks is at risk. In the base case scenario - in which the survey's switching likelihood continues - 6% of the total customer base of the top-3 banks is at risk. In an accelerated scenario - in which we expect that customers will become more sustainable and increasingly act on it - 26% of the total customer base of the top-3 banks is at risk. ABN AMRO is particularly exposed given its relatively high passive green customer base.",
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      "text": "1) Likely to switch banks: 9% of behavioral greens and 3% of think greens are likely to switch because of sustainability, resulting in 2% of customers likely to switch banks. Source: Roland Berger customer survey retail banking 2022",
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