31% of bank customers agree that bank customer service is poor
48% of bank executives surveyed by PricewaterhouseCoopers said their companies invest most in training staff on products and services. 15% said they invest heavily on improving attitudes toward dealing with customers. Just 4% focus on matching employees with the customers they can help best. The main reason customers switched banks, according to 43% of those surveyed, is that the competition offers better products. Yet 35% say customers leave because their banks don’t keep their promises. Another 31% say customer service generally is poor.