In August 2017, we conducted a research exercise where we analysed a large sample of the user generated content on our website from the banking industry. The primary goal of the project was to understand consumer sentiment in the banking industry and how banks could better facilitate complaint resolutions.
The report unearthed some interesting findings, which we have decided to summarise for your reading pleasure.
The report was broken down into 4 main sections:
The recurring themes that stood out were the high volume of complaints related to services, processes and products. From these categories, we also established subcategories that gave us much deeper insights into the problems that consumers face on a daily basis. Here are some of the issues that stood out:
Hellopeter.com is also on a path to become a positive tech and data partner. So over and above the issues we also identified some learnings for the banks to adopt to improve customer experiences:
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