The financial turmoil has changed customers’ perceptions and expectations regarding banking significantly. Hence it is recommended that (retail) banks undertake different measures to rebuild and to maintain customer trust in the banking business. One approach for so doing is to take the perspective of the customers and to understand their demands and expectations. A recent study by Eurogroup Consulting (ECG) observed clear expectations regarding “hot topics” from the view of the customer in Germany. Retail banking customers were asked to name those matters that they would take care with a top priority, if they (the customers) would run the bank.

These are the results for the question: What would you do asap, if you were the banking management?

Data source: Handelsblatt 2012, January 2; ECG.