FICO：2024秘鲁银行客户体验调查报告：客户行为、偏好和银行体验洞察（英文版）（18页）.pdf

1、2024 Bank Customer Experience Survey:PeruInsights into customer behaviors,preferences,and experiences with banksFICO Proprietary ResearchConducted September 2024,Published July 2025SurveyKey findings Over 60%of Peruvians hold between two and three bank accounts,designating one provider as their prim

2、ary account.The primary is typically the bank that offers the best customer experience(CX)and a great mobile app.The vast majority of consumers(81%)still receive their banking services from traditional banks,though interest in digital banking services is increasing,especially among middle-income ear

3、ners.Customer experience plays a key role in customers financial decision making.63%of respondents believe customer experience is just as important as banks products and services,and 33%say its more important.Peruvian consumers prioritize credit cards,loans,and savings accounts as the most sought-af

4、ter banking products.To stay competitive,banks should focus on delivering diverse services.Bank customers in Peru strongly prefer digital communication methods such as mobile apps and emails over calls to landline phones.2The data referenced throughout this e-book derives from a FICO-commissioned su

5、rvey by an independent research agency in September 2024.The survey asked 1,000 customers across Peru for their opinions about their banking experiences,preferences,and whether their financial institutions are meeting their needs.Methodology3ContentsIntroduction .4What makes a primary provider?.6Why

6、 a great customer experience is vital .9Top-rated bank products and services .11Omni-channel communications:the right time,tone,and channel .12Conclusion .164IntroductionPeru is one of South Americas most underserved nations when it comes to banking,but it has a potentially exciting economic future.