BNP Paribas Wealth Management conducts a customer survey to assess client satisfaction
Our study reveals that investment performance remains the main topic of concern for private banking customers
For the 4th consecutive year, BNP Paribas Wealth Management conducted a customer survey to obtain a comprehensive assessment of the bank’s relationship with its French, Belgian and Italian clients. In 2014, over 6,200 customers were interviewed by phone.
In a well oriented market, investment performance (saving capacity, asset growth, tax issues) remains the main topic of concern for private banking customers. Knowing these expectations, how is perceived the private bank by its own clients? Belgian clients emphasise primarly the capacity of the bank to inform and advise on all asset classes. Italian and French clients also describe the bank as suited to investors seeking safety for their assets. Our capacity to innovate is also more and more recognized.
In the three countries over a four year period, the evolution of relationships with clients is marked by an increase in communication. Face-to-face meetings, proactivity by RMs and in-depth asset screening are confirmed to be positive key factors in client satisfaction and the business they wish to do with WM.