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High Levels Of Trust Elude US Financial Services Firms Again

Forrester eCommerce

US financial services brands are struggling to earn high levels of customer trust. Forrester’s Financial Services Customer Trust Index (FS Trust Index) revealed that customer trust in US financial services firms in 2023 was relatively weak and largely unchanged from 2022.

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Customers’ Trust Was Weak Across US Financial Services Brands In 2022

Forrester eCommerce

How well did US financial services firms rank in terms of customers’ trust in 2022? Our new research reveals the scores and rankings of 54 US brands across auto and home insurance, banking, credit card issuers, and investment firms, analyzed as part of Forrester’s US Financial Services Trust Index, 2022.

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Introducing The European Financial Services Customer Trust Index

Forrester eCommerce

We have launched the European Financial Services Customer Trust Index, 2022. Sadly, customers in France, Germany, Italy, and the UK generally rate their trust toward their banks as weak or — at best — moderate.

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When It Comes To Customer Obsession, Financial Services Companies Are Thoroughly Mediocre

Forrester eCommerce

Many financial services executives buy into the concept of customer obsession, but too few take actions that build a customer-obsessed culture. That is the top-level finding from our just-published “The State Of Customer Obsession In Financial Services, 2022” research report.

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Key Findings From Forrester’s 2022 Data Breach Benchmarks

Forrester eCommerce

We analyzed the 2022 data to assess data breaches across seven primary industries: manufacturing; retail and wholesale; business services and construction; utilities and telecommunications; financial services and insurance; public sector and healthcare; and […]

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Introducing The APAC Financial Services Customer Trust Index, 2022

Forrester eCommerce

Earning and defending customers’ trust, considering the current volatility in financial markets, the infamous downfall of Credit Suisse, the collapse of First Republic Bank, and the ongoing banking scandal in China, requires a special commitment, not lip service.

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Some Research Themes For Financial Services In 2022 (Plus A Survey You Can Take To Help)

Forrester eCommerce

We’ve been diving deep into a number of topics that financial services executives and their teams care about (or should care about). A crop of fintech startups and large financial providers are investing in embedded finance — in which financial products and […].