埃森哲：2025年银行客户调查报告：客户拥护助力忠诚度提升与自然增长（英文版）

This edition of our biennial Banking Consumer Survey compiled responses from 49,300 banking customers across 39 countries to build on a critical insight from our 2023 survey: that banks need to do more than offer functionally efficient transactions to grow. To stand out and attract and retain customers, respondents told us banks need to do better at addressing consumer frustrations and meeting their individual expectations. When they do, they cultivate advocates—customers who not only appreci