21% of banking service executives see customer service as a value driver
Banking Consumer Study 2025 · page 22 of 38
The slide uses a mix of qualitative insights and quantitative metrics to diagnose the current state of banking customer service.
Consulting deck · diagnosis · diagnose · overcrowded density
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Aha! Moment loop · 70%
Sets up the executive blind-spot reveal that drives section 3
Action Titles slide · 90%Title states the gap: '21% see service as value driver'
Contrast Principle slide · 70%Service ranks #2 driver but only 21% of execs see it that way
Diagnostic test slide · 70%Even though customer service came up as the second most important driver of customer advocacy across the 21 variables we analyzed, just 21% of banking service executives see it as a value driver.
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