Speed of Trust Building
How quickly customers start feeling confident in the bank's services. Higher scores mean customers trust faster.
Industry Average: 73% • Strong Performance: 85%+ • Needs Attention: Below 60%
Meeting Expectations
The gap between what customers expect and what they actually get. Lower numbers are better—it means you're delivering what you promise.
Industry Average: 18% • Strong Performance: Below 12% • Needs Attention: Above 25%
Ability to Deliver
How well the bank actually performs across all services and customer touchpoints. Measures operational reliability.
Industry Average: 80% • Strong Performance: 90%+ • Needs Attention: Below 70%
Clear Communication
How well customers understand the bank's messages, policies, and services. Higher means less confusion.
Industry Average: 75% • Strong Performance: 85%+ • Needs Attention: Below 65%
Customer Recommendations
How many customers actively tell friends and family to bank here. Shows true satisfaction and loyalty.
Industry Average: 45% • Strong Performance: 70%+ • Needs Attention: Below 30%
Trust Gap
The difference between what non-customers think (brand reputation) and what actual customers experience (service reality).
Well-Matched: Within 5 points • Room to Improve: 10-20 points • Urgent Attention: Over 20 points