2018 Retail Banking Vulnerability Study

By cg42


Our 2018 Retail Banking Vulnerability Study builds on our 2011, 2013 and 2015 studies.

In each of the years we’ve conducted this study, we have predicted historic levels of customer defection and diagnosed the unique reasons that each of the major players would be experiencing increased attrition, in a category characterized by a high degree of inertia. Our findings have proven to be prophetic, unfortunately, as we had also hoped that the information could provide a platform for the major players to create real and lasting improvement in their customers’ experiences.