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  "documentTitle": "Banking Consumer Study 2025",
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      "text": "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. Most see it as a cost.",
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      "text": "Meanwhile, customer perceptions of service tell a clear story. Just 32% feel service quality has improved in the last five years, and just 18% believe technology has made their experience better, according to a cross-industry study on customer service.",
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      "text": "Consider: Mobile apps are the go-to banking channel for most, with users averaging 150 interactions a year. They also receive the highest satisfaction score across service channels. However, most app interactions remain transactional—the two most common activities done at least weekly are checking balances (45%) and transferring money (31%).",
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      "text": "More complex needs, such as loan applications or dispute resolution, don't transition smoothly across channels, leading to a disjointed experience. This, as chatbots, introduced to enhance engagement, have the lowest satisfaction scores across service channels and minimal adoption.",
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      "text": "Building on close connections | Reassure me | Remember me | Delight me | Reward me",
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      "text": "Banking Consumer Study 2025 | Where is the love? | 22",
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