Customer care 'key for banks'

Customer service is key for bank customers, a new study has shown.

Research by Deloitte found that 21 per cent of consumers have switched banks in the last two years as they were unhappy with the way they had been treated, which emphasises the need for excellent face-to-face and call centre care.

The study, which was carried out on behalf of the financial services firm by YouGov, found that 66 per cent have their current account with the bank offering the best service, compared to 30 per cent opting for the highest interest rate.

Ian Foottit, financial services strategy partner for Deloitte, said that in the current market, consumers are "taking decisive action to source the best service".

He added: "Banks need to ensure that they are meeting these demands if they are not to run the risk of just competing on price."

Elsewhere, Actimize has been selected to help tackle call centre fraud with an unnamed bank.

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