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  "documentTitle": "Customer Experience: The 14BN Risk Noted for Discussion",
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  "authorName": "Oliver Wyman",
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  "notes": "The chart uses a line-based visualization to show the gap between performance tiers across 12 distinct service attributes.",
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      "text": "Accessibility shows to be the category in which Best Practice’s banks are most valued.",
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      "text": "Fees and commissions, Interest rate, Price, Reliability and transparency, Call center convenience, Online channel convenience, Offer quality, Empathy, Accessibility, Advice quality, Service quality, Personal advisory, Customer assistance, Branch access",
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      "text": "1. Accessibility shows to be the category in which Best Practice’s banks are most valued. 2. Reliability and transparency presents one of the most exacerbated gap between Laggards and Best Practices. 3. Online channel convenience shows to be highly valued among Best Practices and greatly differentiated from that of Laggards. 4. Service quality also shows to be among the most valued categories among Best Practices despite the gap being smaller compared to other banks.",
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      "kind": "source-note",
      "text": "Source: OW study, 2,241 surveyed customers in Spain, April 2017",
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      "kind": "title",
      "text": "“Digital” customers are more satisfied across all aspects of their relationship with the bank",
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