The World Retail Banking Report 2014

Now in its 11th year, the World Retail Banking Report 2014 from Capgemini and Efma explores how Gen Y is leading the way in driving demand for digital functionalities from their banks.

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Less than 40% of customers globally reported positive customer experiences with their bank

Key Data & Rankings

At a global level, the percent of customer reporting positive experience has decreased from 41.6% in 2013 to 39.5% in 2014.

RankingsKey Data
  • Less than 40% of customers globally reported positive customer experiences with their bank
  • North America is the only region with positive customer experience over 50%
  • Digitally-savvy Gen Y customers are driving demand for digital servicing
  • +10% customers globally use social media at least once a week to interact with their bank
  • At 16% Asia-Pacific is home to most frequent users of social media banking

What is the Customer Experience Index?

Providing a granular view of how customers perceive the quality of their service interactions across products, channels and the customer lifecycle, the Customer Experience Index is built from data captured through Capgemini’s Voice of the Customer Survey which queried 17,000 customers in 32 countries across 80 data points.

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Points of View & Archive


An example of one of our infographs

Two infographics let you explore the first decline in global customer experience in three years and the Great Social Media Divide between what customers want versus what banks provide.

The Great Social Media Divide Global Customer Experience Declines

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