Driving profitable growth today means anticipating and constantly meeting the needs of consumers. Based on evaluations of more than 5,000 Dutch consumers we gained insights in how well banks are doing with respect to adapting to individual customer desire for an excellent experience. The conclusion is crystal clear: compared to other industries, the banking sector in The Netherlands is standing still. And in today’s competitive marketplace, this is the same as falling behind.

The whitepaper shows how Dutch banks rank among other industries when it comes to customer experience excellence. It reveals how customers value the services of banks in terms of the main indicators for customer satisfaction and advises on the direction banks should be heading for in order to win the customer of tomorrow.