DUBLIN–(BUSINESS WIRE)–The “Philippines Retail Banking Customer Experience Management Study 2021” report has been added to ResearchAndMarkets.com’s offering.
The Customer Experience Management study in the retail banking sector explores customer experience among banking providers in the Philippines, mainly the Philippine National Bank (PNB), BDO Unibank, Bank of the Philippine Islands (BPI), Metrobank, Union Bank, and Landbank.
Customer experience is the accumulation of a customer’s experiences throughout his/her journey with a supplier across functions, products, services, and touchpoints. The Philippines continues to capitalize on the growing number of retail bank users in Southeast Asia as many individuals rely on banking services and products for personal and business uses.
The research focuses on the critical factors that influence customer behavior throughout the three stages of their retail decision-making journey: pre-purchase, purchase, and post-purchase. At each stage, the study evaluates the key parameters that contribute to customers’ decision to purchase from and transact with a retail bank and their preferred channels or touchpoints.
This study adopts the proprietary Customer Experience Index methodology and the widely used Net Promoter Score metric to understand the dynamics between customers and retail banks in the Philippines.
Companies Covered:
Key Topics Covered:
1. Research Methodology
2. Executive Summary
3. CEM Study – Philippines Retail Banking Sector 2021
4. Understanding Behavior across the Life Cycle – Pre-purchase, Purchase, Post-purchase
5. CEI Analysis
6. Customer Experience Solutions
For more information about this report visit https://www.researchandmarkets.com/r/2vz2w4
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