The link between customers and their bank was strengthened in 2020, the establishments having been able to "
be at the rendezvous of this unprecedented health and economic crisis
", according to a study by the consultancy firm Bain & Company published on Tuesday.
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“
For the first time in five years, attrition [the percentage of clients who changed primary bank] decreased from 5.5% in 2019 to 4.7% in 2020,
” commented the firm, which interviewed around 10,000 people representative of the French population. However, as in previous years, attrition remains higher among the youngest and wealthiest clients, and represents nearly two billion euros, or 5.4% of net banking income, the equivalent of the figure. business for the sector. Thus, if 40% of customers plan to "
fragment
", that is to say to call on another banking or non-banking actor for a service, this proportion is not far from 70% among those under 30. wealthiest years.
“Net personal score” on the rise
"
The recourse of banking customers to champions of non-banking tech or digital remains a threat
", estimates the firm.
Another sign of the strengthening of the link between banks and their customers in the wake of the health crisis, the "
net personal score
", an index to measure customer satisfaction, increased quite clearly in 2021, after stabilized in 2020, the study reveals.
On the other hand, if 75% of customers put forward the facilitation of trade during periods of containment, only 20% perceive "
a lasting structural change
".
On digital, banks have "
still significant room for improvement
", judge Bain & Company.