CAMBRIDGE, Mass.–Member and customer service agents who provide different answers to the same question are the biggest “pain point” at financial institutions, according to research.
The research, conducted by Forrester, also reveals the degree to which consumers now look online for answers, with “Can’t Find Answer on Website” listed as the second biggest aggravation in the research.
Below are the full findings of the research related to financial institutions. The full report, which includes overall findings and breakouts by industry and demographic group, can be found here.