Bank of Israel January 1, 2019 Households general satisfaction with - - PowerPoint PPT Presentation

FINDINGS OF THE SURVEY ON CUSTOMER SATISFACTION WITH THE QUALITY OF SERVICE FROM THE BANKS

Banking Supervision Department Bank of Israel January 1, 2019

Households’ general satisfaction with the banks

Note: The Bank of Jerusalem was not included in the survey since the number of customers managing a current account at the bank is very low, both in absolute terms and in terms of the bank’s share

• f the banking system.

43.0% 49.0% 49.0% 53.0% 53.5% 60.0% 61.0% 64.0% 64.0% 80.0% תכרעמה עצוממ

To what extent would you recommend that a friend or family member manage their account at your bank?

Banking system

Satisfaction with the various means of communication: Branch

38.0% 41.0% 46.0% 47.0% 47.4% 50.0% 57.0% 59.0% 65.0% 80.0% תכרעמה עצוממ

To what extent are you satisfied with the waiting time until receiving service from a teller at your branch?

Banking system average

Note: The results include only the banks for which there were statistically significant results. It should be noted that this question had a preceding question: “Have you contacted your bank’s call center in the past month?”

Satisfaction with the various means of communication: Call Center

58.0% 68.8% 71.0% 73.0% 85.0% תכרעמה עצוממ

To what extent are you satisfied with the service you receive at your bank's call center?

Banking system average

Satisfaction with direct channels: ATMs

Note: The results include only the banks for which there were statistically significant results.

82.0% 83.0% 88.0% 88.7% 91.0% 91.0% 92.0% תכרעמה עצוממ

To what extent are you satisfied with the level of service your bank provides through ATMs?

Banking system average

85.0% 89.0% 92.0% 92.0% 92.1% 94.0% 95.0% תכרעמה עצוממ

To what extent are you satisfied with the level of service your bank provides through its website?

Banking system average

Satisfaction with digital channels: Internet

Note: The results include only the banks for which there were statistically significant results.

72.0% 87.0% 90.0% 91.4% 92.0% 94.0% 96.0% תכרעמה עצוממ

To what extent are you satisfied with the level of service your bank provides through its cellular application?

Banking system average

Satisfaction with digital channels: Cellular Application

Note: The results include only the banks for which there were statistically significant results.

Households’ channels of communication with the bank

Extent of satisfaction in various topics

Professionalism and knowledge of tellers at the branch Attitude and attention I receive from my teller at the branch or call center Satisfaction with the solution the teller

• ffers for problems I

raise Service the tellers offer at their initiative to lower costs Creative solutions the tellers offer at their initiative that match my needs

70% 64% 60% 38% 35%

0% 10% 20% 30% 40% 50% 60% 70% Don't know / unsure Disagree / strongly disagree Partly agree Agree / Strongly agree

To what extent do you agree or disagree with the following statement: "In general, my bank acts with fairness toward me."

62% 25% 2% 11%

Sense of fairness in banking

For what reasons did you answer that you partly agree, disagree or strongly disagree that your bank acts fairly toward you (open question): 32% - High fees 13% - No personal service 11% - High interest on overdraft 9% - Bad service 7% - Closure of branches 6% - Lack of banks 5% - Not available by phone 4% - Don’t rely on the bank 3% - Low interest on deposits 3% - No benefits 3% - Inflexibility 2% - Conflict of interests 1% - Cellular application failed 1% - Don’t know