B
Evidence Grade B
Graded
accuracy verified by the review judge
Safe to Cite
Dated
20%
20% -- customer churn rate due to poor customer experience for global banks (2023)
Global banks are losing 20% (one in five) of their customers due to poor customer experience.
- Based on a survey of over 300 banking decision-makers and product managers across 8 markets
Attribution:
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Lighthouse Research Team
Last verified:
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Source verified
Evidence graded
Value
20%
Unit
Percentage
Data Vintage
2023
Entity
Sample Size
300
Evidence Quality
B
Strong, reliable evidence
Sourced from a well-regarded research firm or industry leader with transparent methodology and a reasonably large sample.
Single source - not yet corroborated
Score breakdown
Extraction
95
Source Trust
60
Citation Chain
20
Independence
30
Methodology
45
Freshness
95
Source
10x Banking
Primary
Tier A
https://www.10xbanking.com/news/banking-customer-experience-trends ↗
Source Article
Banks are losing 20% of customers due to poor customer experience
Research commissioned by 10x Banking, founded by Antony Jenkins, former Group CEO of Barclays, reveals a direct correlation between the rate of a bank’s digital transformation and its ability to win and retain customers.
London, UK. 12.06.2023: Global banks are losing one in five (20%) of their cust…
Original Research
10x Banking
· Original study ↗
Methodology
Survey of 150+ senior decision-makers and 150+ product managers/analysts across 8 markets; commissioned by 10x Banking
Methodology documented
Segmentation
Industrysaas
Cite this stat
Plain Text
global banks: 20% customer churn rate due to poor customer experience. Source: 10x Banking (2023). Via Lighthouse Intelligence -- https://lighthousedata.io/data/banks-losing-customers-poor-cx-2023
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<blockquote cite="https://lighthousedata.io/data/banks-losing-customers-poor-cx-2023" style="border-left:3px solid #2563eb;padding:12px 16px;margin:16px 0;font-family:system-ui,sans-serif;background:#f0f4ff;"><strong>20%</strong> -- customer churn rate due to poor customer experience for global banks<br><small>Source: 10x Banking (2023) · <a href="https://lighthousedata.io/data/banks-losing-customers-poor-cx-2023" target="_blank" rel="noopener">Lighthouse Intelligence</a></small></blockquote>
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