TAILIEUCHUNG - EY Understanding customer behavior in retail banking - The impact of the credit across Europe

In exercising the oversight function, close cooperation between the bodies overseeing payments and the BaFin is of fundamental importance. In the field of electronic money the Deutsche Bundesbank also cooperates with the Federal Agency for Security in Information Technology (BSI) and takes advice from this body, as systems with electronically stored units of value are subject to a special security test. The legal foundation for banking supervision is the KWG. The aim of this law is to safeguard the ability of the banking sector to function and protect creditors by monitoring the credit standing and liquidity of banks. The law. | Understanding customer behavior in retail banking The impact of the credit crisis across Europe February 2010 ẼÍI Ernst Young Quality In Everything We Do Contents Introduction . 1 Executive Key findings .5 The impact on trust .6 Loyalty the end of an era . 8 Reasons customers look elsewhere .14 Measuring Conclusion .24 How Ernst Young can Contacts .28 Introduction In the last two years the European banking market has witnessed unprecedented turmoil as it has undergone a period of massive uncertainty and change. With the financial institutions that had enjoyed record profits in 2007 now the subject of intense public scrutiny and in many cases the beneficiaries of taxpayer-funded support an impact on customer relationships seems inevitable. It costs retail banks as much as six times more to attract a new customer as it does to retain an existing one and yet for many years the industry has not always focused on customer loyalty and the opportunities among its existing client base. In an economic climate as difficult as this one fostering loyal customers is important to achieve growth. In the research that follows Ernst Young surveyed bank customers individual consumers across six European countries - in Belgium France Germany Italy Spain and the UK. More than 6 100 respondents were asked about their relationships with their banks and specifically about their levels of satisfaction what they were looking for from the institutions and their intentions and demands going forward. We conducted this research with the objectives of Highlighting the risks and opportunities facing the retail banking sector with respect to managing customer relationships today across Europe. Analyzing what is relevant to a successful banking relationship so as to achieve and maintain customer satisfaction in the current climate. Identifying and commenting on what we see as the key action points that banks must take if they are to continue expanding their .

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