Juan Pablo Granada, president of the Customer Index Value (CIV) firm, banksBoth traditional and microcredit and retail showed no improvement compared to those reflected in 2020, thus ending the three years in a row with low satisfaction, referral and loyalty rates.
However, the study was conducted in five main cities of the country (Bogota, Medellin, Cali, Barranquilla and Bucaramanga) and a total of 3,300 face-to-face interviews by random listening with real people over the age of 18. Scotiabank Colpatria, Banco de Occidente and Davivienda had the highest qualifications for support in the pandemic.
Similarly, Banco Caja Social, Davivienda and Scotiabank Colpatria stand out as the top three companies evaluated in 2021 due to the evolution of their digital channels in traditional banking.
These organizations preferred to develop web portals, mobile applications, digital wallets and virtual cards that greatly facilitate customers’ banking transactions and eliminate access to branches and banking correspondents without time constraints.
“This year presents the great challenges of the economy and resurgence. Unless active and decisive action is taken by the government and the financial sector, the recovery will be slow and painful for Colombian families and small businessmen,” warned Granada.
More than 50% of financial consumers make virtual transactions over the WEB and especially with mobile applications that are rapidly adopted by customers. Although the customer experience in these channels continues to receive higher scores than other channels, the lowest scores are in contact centers.
Source: Lare Publica
