Kristin Moyer

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Kristin R. Moyer
Research Director
11 years at Gartner
18 years IT industry

Kristin Moyer is a research director in Industry Advisory Services/Banking and Investment Services. She has more than 17 years of experience across the global high-technology industry in a variety of roles. Ms. Moyer's research coverage includes card… Read Full Bio

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What Banks are Doing to Improve Customer Trust – Not Much

by Kristin Moyer  |  August 12, 2009  |  1 Comment

Customer trust in banks and lenders could hardly be lower .  To date, banks have done little to address a lack of customer trust.

In October 2008, we noted that banks were answering key customer questions regarding the financial crisis (see “Get Those Smiley Faces Off Your Online Banking Website“).  We also looked at how banks could begin to address the issue (see “Financial Crisis Marks the Start of New Customer Conversations“).  In February 2009, we noted that banks had not made significant progress and that consumer trust in banks continued to fall (see “Coffee Mugs are Probably Not the Answer:  Consumer Dissatisfaction with Banks on the Rise“).  Now August 2009, a recent study shows that 51% of Americans lack confidence in the stability of the banking system (source:  “51% Lack Confidence in U.S. Banking System,” Rasmussen Reports, 28 July 2009).

Low customer trust matters and should be a big concern for banks.  Tomorrow I’ll post on why I believe this is the case.

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  • 1 Communicate, Communicate, Communicate   October 15, 2009 at 10:10 am

    [...] date, banks have done little to address a lack of customer trust, yet low customer trust matters and should be a big concern for [...]