The publisher's 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.
Table of Contents
Companies Mentioned (Partial List)
A selection of companies mentioned in this report includes, but is not limited to:
- Philippine National Bank (PNB)
- BDO Unibank
- Bank of the Philippine Islands (BPI)
- Metrobank
- Union Bank
- Landbank
