FinecoBank is the most recommended banking brand globally through word of mouth. This is what emerges from the research “What really shapes the Customer Experience” by The Boston Consulting Group, which identified the brands most recommended by customers and non-customers, in various industrial sectors. The company has compiled a ranking based on the BAI (Brand Advocacy Index) which measures customer satisfaction through the amount of "word of mouth" carried out by them, but also by former customers and non-customers.
The results are based on a sample of 227.000 interviews on 650 brands in 8 countries and belonging to 7 different industrial sectors, revealing the companies that thanks to their customer experience have achieved the strongest word-of-mouth effect. Fineco it turned out not only the first Italian brand among the most important banking institutions in the country, but also recorded the highest BAI value among all the brands analyzed in the countries studied in the retail banking category.
Companies, BCG argues, can improve their customer experience through a simple yet very powerful indicator, word of mouth. The research found the four aspects that most influence the customer experience: value for money, customer services, product satisfaction and emotional connection with the brand.
"The result of BCG's research is a source of great pride for us - said Paolo Di Grazia, FinecoBank direct bank director -, because it confirms the achievement of our goal: to meet the daily needs of our customers, simplifying the bank and making them the simpler life. It is precisely this customer experience that explains the great satisfaction of Fineco customers who enthusiastically recommend us to friends and relatives, renewing their trust in us every day".
