UK banks go crackers for new customers

  • Latest WOW! Awards customer survey reveals that customers are prepared to pay more for a better service.

The latest customer survey from The WOW! Awards® has today revealed that Banks care more about getting new customers than they do about keeping the ones they've already got. 57 per cent of people who have changed their bank recently say that the reason for switching was 'that their old bank didn't care about them.'

Derek Williams, creator of The WOW! Awards®, believes that banks seem to be putting more and more effort into attracting new customers: "This is definitely a new trend. Our survey showed that 86 per cent of people who changed banks found that it was either very easy or quite easy to do - so full marks to the banks for making this stage customer friendly. But they may now become victims of their own improvements."

The survey also revealed that 49 per cent of customers had been with their bank more than 10 years and 51 per cent would change bank if it was easy to do so. "It seems to be only a matter of time before more people realise how easy it is to change and do so," adds Williams. "The banks have helped to make this more of a perfect market with easy switching between suppliers - so customers really can vote with their feet!"

The survey also revealed that it is a preference for telephone calls to be answered by a real person - in fact, a staggering 98 per cent of customers would prefer to speak to a person rather than an automated system. 17 per cent of customers have said that they would actually be prepared to pay extra to speak to a person. Derek's personal mission is to raise standards of customer service in the UK to the point that visitors from Florida say, "WOW! Have you seen what a great job the Brits are doing!"

The WOW! Awards® is a category of The National Customer Service Awards and is the only category to be based purely on customer nominations. If you have received outstanding customer service and wish to make a nomination you can do so online at www.TheWowAwards.com.

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Information for editors:
Derek Williams is an international speaker and author on customer service. His book, 3 Dimensional Care, has sold around the world. The WOW! Awards® is a national award programme to recognise the best of UK customer service. Derek is also Chief Executive for the Society of Consumer Affairs Professionals in Europe.

For more information telephone 01438 310191 or 07774 217587, email: derek@thewowgroup.co.uk or visit www.TheWowAwards.com .



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