ChinaÕs Customers Expect Higher Quality of Banking and Insurance Services

by swisscham in Consulting, Legal, Services, Tax

Customers in China are more vocal and actively express views on the quality of services provided by banks, insurers and e-retailers, compared to global counterparts, according to a recent KPMG survey. The publication, titled Customer Experience Barometer Ð ItÕs time to talk, surveyed 5,000 consumers in Australia, China, Germany, UK and the US, analyzing customersÕ experience of over 160 brands in the banking, general insurance, life insurance, utilities and e-retail sectors. Emerging markets Ð China in particular Ð will soon surpass global peers in terms of customer satisfaction level, the survey finds. ChinaÕs respondents reported the greatest improvement (11 to 26% points higher than the global average) in customer experience across all industry sectors surveyed.

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