The Banking Confidence Monitor 2019 was presented on 13 January 2019. With this research, banks enter into a dialogue with consumers, representatives of interest groups and regulators about the services provided by banks. Achmea Bank also participates in the Banking Confidence Monitor. In addition to our own findings, the outcome of this research enables us to find out in which areas we are doing well and where we can improve.
In addition to the results of the customer survey by market research agency Ipsos, banks also presented the findings of research by the Dutch Authority for the Financial Markets (AFM) on a number of subjects in the Confidence Monitor. The Banking Confidence Monitor 2019 also contains an additional section: an exploratory study into digital financial inclusion.
Banks have formulated generic opportunities for improvement based on the scores. Each bank gives substance to those improvement opportunities through individual improvement actions.
View the full report here: Banking Confidence monitor 2019