2025年金融业洞察报告

FinancialServices InsightsFinancialServices Insights IntroductionIntroduction In today’s volatile economy, the bar for excellence in financial services has never been higher. MedalliaBenchmarks serve as the industry’s most robust dataset for assessing performance against direct peers,moving organizations beyond internal tracking to offer a strategic roadmap for advocacy and satisfaction.This report provides aggregated insights and data trends for three key industry metrics: Net PromoterScore (NPS), Overall Satisfaction (OSAT), and survey response rates leveraging the proprietary MedalliaProductized Benchmarks. In today's volatile economy, the bar for excellence in financial services has never been higher. Medalliamoving organizations beyond internal tracking to offer a strategic roadmap for advocacy and satisfaction.This report provides aggregated insights and data trends for three key industry metrics: Net PromoterScore (NPs), Overall Satisfaction (OSAT), and survey response rates leveraging the proprietary MedalliaProductized Benchmarks. The companies represented in this data include firms providing products and services related to moneymanagement for individuals, businesses, and governments. This encompasses a broad spectrum of thesector, including business, consumer, and commercial banking, as well as wealth management, mortgage,and lending services. The companies represented in this data include firms providing products and services related to moneymanagement for individuals, businesses, and governments. This encompasses a broad spectrum of thesector, including business, consumer, and commercial banking, as well as wealth management, mortgage,and lending services. While industry benchmarks remain resilient, they are being shaped by a significant shift in consumerbehavior. Even when measured against other financial institutions, customers now benchmark theseinteractions against the seamless, personalized experiences provided by top-tier digital brands across allsectors. Consequently, high advocacy scores must be supported by flawless execution simply to maintainpace with these rising expectations. While industry benchmarks remain resilient, they are being shaped by a significant shift in consumerbehavior. Even when measured against other financial institutions, customers now benchmark theseinteractions against the seamless, personalized experiences provided by top-tier digital brands across allsectors. Consequently, high advocacy scores must be supported by flawless execution simply to maintainpace with these rising expectations. To remain competitive, the strategy must evolve from reactive measurement toward a proactive,experience-centric omnichannel approach. This requires orienting feedback around the entire customerjourney and diversifying signal capture to mitigate the impact of declining response rates. Ultimately, therole of employees remains the critical factor; the ability to provide proactive, human-led guidance is whattruly differentiates a brand and builds the trust necessary for long-term loyalty. To remain competitive, the strategy must evolve from reactive measurement toward a proactive,experience-centric omnichannel approach. This requires orienting feedback around the entire customerjourney and diversifying signal capture to mitigate the impact of declining response rates. Ultimately, therole of employees remains the critical factor; the ability to provide proactive, human-led guidance is whattruly differentiates a brand and builds the trust necessary for long-term loyalty. NPS (Net Promoter Score)NPS (Net Promoter Score) As the industry standard for measuring brand advocacy, Net Promoter Score (NPS) is derived from the"likelihood to recommend" survey question and is often utilized across both relationship and transactionalsurveys. Companies are evenly split between relationship-only programs, transactional-only programs,and those with both.As the industry standard for measuring brand advocacy, Net Promoter Score (NPs) is derived from the"likelihood to recommend" survey question and is often utilized across both relationship and transactionalsurveys. Companies are evenly split between relationship-only programs, transactional-only programs,and those with both. While there has been recent debate regarding the metric's longevity, it remains a cornerstone of CXstrategy and continues to show strong momentum across Medallia’s benchmark clients. Financial servicesproviders maintain their reliance on NPS to quantify how effectively they are transforming routineinteractions into the long-term loyalty and competitive differentiation required in today's market. While there has been recent debate regarding the metric's longevity, it remains a cornerstone of cxstrategy and continues to show strong momentum across Medallia's benchmark clients. Financial servicesproviders maintain their reliance on NPs to quantify how effectively they are transforming routineinteractions into the long-ter