Customer Experience Index, Top and Bottom 5 Countries based on CEI, 2015 - 2016
Retail banks around the globe witnessed an improvement in delivering a better customer experience. Our Customer Experience Index, now in its sixth year, found that retail banks’ average customer experiences improved by 2.9 points to 75.6 in 2016. This improvement in the customer experience can be attributed to the investments made by banks in enhancing their digital capabilities over the last couple of years. With the improvement in customer experience levels, the top and bottom 5 countries witnessed considerable changes this year. While Canada and Czech Republic stayed within the Top 5, Netherlands, U.K., and Switzerland witnessed significant improvement in their ranking in 2016 over 2015. UAE and Japan continued to stay in the bottom 5 with Spain, Mexico, and Argentina taking the other three places.