Customer loyalty in Financial Services across Asia Pacific
In May 2010, Ernst & Young surveyed retail bank & general insurance customers across five Asia Pacific countries: Australia, China, Hong Kong, New Zealand and Singapore. We asked more than 4,700 people about their relationship with their banks and insurers, including what products they currently hold, what makes them change banks or insurers, their opinion of different channels and services and what would make them increase their loyalty and become an advocate for their main bank or insurer.
The research reveals important insights about the mind-set of banking and insurance customers across the region, which is often in stark contrast to the results of a similar study in Europe. It also highlights the similarities and the differences in customer behaviour across Asia and identifies clear opportunities for banks and insurers to build increased advocacy and loyalty with their customers.
Download the publications:
Retail banking across Asia Pacific. Pursuing customer loyalty (pdf, 1.4mb)
General insurance across Asia Pacific. Pursuing customer loyalty (pdf, 1.6mb)
