Australian financial institutions are under intense scrutiny as a result of the Banking Royal Commission.
There is an obvious important legal compliance element, but the story doesn’t end there. Customer experience audits are equally important.
We’ve put some of the legal and customer facing statistics together in the form of a customer journey.
Did you know that during the initial interview:
- only 52% of customers are told about upfront fees,
- 44% were offered a larger loan than requested, and only
- 40% of customers are given a credit guide.
To find out more about the state of Banking, click on the image to download.
To discuss conducting a private study, please contact us click here.