Europeans Are More Likely Now to Switch Banks and Use Alternative Sources of
Credit, Bankers Report in FICO-Efma Survey
Respondents also report rise in customers requesting changes to mortgage
LONDON, July 17, 2013
LONDON, July 17, 2013 /PRNewswire/ --FICO (NYSE: FICO), a leading predictive
analytics and decision management software company, and Efma today announced
the results of the eighth European Credit Risk Survey, which measures retail
bankers' outlook for credit delinquencies and the availability of credit.
Bankers also responded to questions about changing customer behavior, noting
that customers are more likely than before to switch accounts to a different
bank, complain to a regulator and request changes to their mortgage terms.
In the May-June 2013 survey, 41 percent of bankers said customers are more
likely than before to switch their savings account to a different bank, and 42
percent said the same for current accounts. By contrast, just 14 percent said
customers were more likely than before to open a new account at their current
bank. While 54 percent of respondents said customers are more likely than
before to complain to a regulator, just 18 percent said customers were more
likely to refer their bank to a friend.
Additionally, more than two-thirds of respondents said that customers are more
likely than before to request changes to their mortgage contract. And more
than 50 percent said that customers are more likely to use alternative sources
"Unsatisfied customers are more likely to take their business elsewhere," said
Daniel Melo, senior director of solution consulting for FICO in Europe, the
Middle East and Africa. "This is why so many European banks are now focused on
measures such as the Net Promoter Score, so they can understand the severity
of customers' dissatisfaction and address it. Banks clearly can no longer view
their customers as complacent."
"We are measuring our success using NPS, which we started using a few months
ago," said John Pears, credit risk and operations director at Shop Direct
Group in the UK. "We are finding this gives us greater insights and more
actionable feedback than a customer satisfaction survey. There is a big
difference between being asked if something is OK and being asked if you would
actually recommend the company."
"CaixaBank has developed an internal quality indicator, the Personal Service
Index (ISP), that we use to understand the needs of our customers through the
sales network," said Manuel Marcet Alcaraz, director of risk policy and
infrastructure at Spain's CaixaBank. "This tool has helped us monitor trends
and service levels, and implement actions to improve our services. Innovation
and technology are key priorities to deliver on customer expectations. For
example, our customer transactions through mobile banking are already the
second largest channel, after internet banking."
The survey found that the forecast "credit gap" for small businesses has
risen, after falling in the last survey. While 46 percent of bankers believe
the amount of credit requested by SMEs will rise, only 35 percent believe the
credit supply will rise. For consumers, the gap is smaller-- 39 percent
foresee a demand increase, 33 percent foresee a supply increase.
The forecast for delinquencies is lower overall than in previous surveys, but
still elevated. More than 40 percent of respondents foresee higher levels of
delinquencies for mortgages and overdrafts, and for small business loans the
figure climbs to 52 percent.
"These forecasts vary by market, but we expect them to remain high until we
see a recovery for the Eurozone," said Patrick Desmares, secretary general of
Efma. "Both credit supply and demand are at low levels for many European
More than 80 risk managers from 26 countries participated in the eighth
European Credit Risk Survey. A detailed report, including specific results for
the UK/Ireland, Germany/Austria/Switzerland and Spain/Portugal, is available
online. Participants included credit-granting institutions ranging from local
banks to global institutions.
As a global not-for-profit organisation, Efma brings together more than 3,300
retail financial services companies from over 130 countries. With a membership
base consisting of almost a third of all large retail banks worldwide, Efma
has proven to be a valuable resource for the global industry, offering members
exclusive access to a multitude of resources, databases, studies, articles,
news feeds and publications. Efma also provides numerous networking
opportunities through working groups, online communities and international
For more information: www.efma.com
FICO (NYSE: FICO), formerly known as Fair Isaac, is a leading analytics
software company, helping businesses in 80+ countries make better decisions
that drive higher levels of growth, profitability and customer satisfaction.
The company's groundbreaking use of Big Data and mathematical algorithms to
predict consumer behavior has transformed entire industries. FICO provides
analytics software and tools used across multiple industries to manage risk,
fight fraud, build more profitable customer relationships, optimize operations
and meet strict government regulations.Many of our products reach
industry-wide adoption-- such as the FICO^®Score, thestandard measure of
consumer credit risk in the United States. FICO solutions leverage open-source
standards and cloud computing to maximize flexibility, speed deployment and
reduce costs. The company also helps millions of people manage their personal
credit health. FICO: Make every decision count^™. Learn more at www.fico.com.
For FICO news and media resources, visit www.fico.com/news.
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Contact: Media: Irina Babicheva for FICO Catalysis, +44 (0)20 7759 2022,
firstname.lastname@example.org, or Investors/Analysts: Steven Weber, FICO, +1
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