1、2024 Bank Customer Experience Survey:BrazilInsights into customer behaviors,preferences,and experiences with banksFICO Proprietary ResearchConducted September 2024,Published April 2025SurveyKey findings Most Brazilian customers hold between two and three bank accounts,but they have one provider that

2、 acts as their primary account.The bank account they open first usually becomes the primary.There is a near 50/50 split between Brazilians using traditional banks and those using banking apps/websites,although apps are more popular with younger people.Value for money and a positive customer experien

3、ce are the most important factors that incentivize a customer to switch primary bank providers.62%of participants believe that customer experience(CX)is as important as the banks products or services,and 32%believe it is actually more important.The majority of Brazilian consumers want empathetic cus

4、tomer service.Messaging apps are the preferred way that Brazilians like banks to communicate with them.2The data referenced throughout this e-book derives from a survey FICO conducted in September 2024.The survey asked 1,000 customers across Brazil for their opinions about their banking experiences,

5、preferences,and whether their financial institutions are meeting their needs.Methodology3ContentsIntroduction.4What customers value in a primary bank account.6Why a good customer experience is essential.9Banking platforms and preferred services.11An empathetic approach is vital for customer communic

6、ations.13Conclusion.194IntroductionA customers relationship with a bank is perhaps more intimate and tenuous than any other link they have to a brand.This is because of the nature of the banking industry itself.Its comprised of businesses designed to protect the livelihood and enhance the prosperity