Customer expectations of banking innovation in UAE and KSA
Sia Partners conducted a study with Happydemics to understand the uses, expectations and motivations of people with regard to subscribing to a bank in UAE and KSA.
Objectives of the study
Measure customer satisfaction within banking (innovation, customer relationship) and customer expectations for the services of tomorrow.
Evaluate innovation of offers & services in the banking sector from the perspective of clients.
Challenge pre-conceived ideas: Customers still remain attached to a personalized advisor and a physical agency; Online or mobile banks innovate more than traditional banks; customers are relatively dissatisfied with the digital experience offered by banks.
Determine the drivers of choice for a bank.
Test customer appetite on new customer-bank relationship models.
Test customers' appetite for new products that banks are considering distributing.
Measure the weight of CSR in the expectations of customers vis-à-vis their bank.
Download the results here:
To find out more about clients’ banking expectations, feel free to contact us!