FINDINGS OF THE SURVEY ON CUSTOMER SATISFACTION WITH THE QUALITY OF SERVICE FROM THE BANKS Banking Supervision Department Bank of Israel January 1, 2019
Households’ general satisfaction with the banks To what extent would you recommend that a friend or family member manage their account at your bank? 80.0% 64.0% 64.0% 61.0% 60.0% Banking תכרעמה עצוממ 53.5% system 53.0% 49.0% 49.0% 43.0% Note: The Bank of Jerusalem was not included in the survey since the number of customers managing a current account at the bank is ver y low, both in absolute terms and in terms of the bank’s share of the banking system.
Satisfaction with the various means of communication: Branch To what extent are you satisfied with the waiting time until receiving service from a teller at your branch? 80.0% 65.0% 59.0% 57.0% 50.0% Banking תכרעמה עצוממ system 47.4% average 47.0% 46.0% 41.0% 38.0%
Satisfaction with the various means of communication: Call Center To what extent are you satisfied with the service you receive at your bank's call center? 85.0% 73.0% 71.0% Banking תכרעמה עצוממ 68.8% system average 58.0% Note: The results include only the banks for which there were statistically significant results. It should be noted that this questi on had a preceding question: “Have you contacted your bank’s call center in the past month?”
Satisfaction with direct channels: ATMs To what extent are you satisfied with the level of service your bank provides through ATMs? 92.0% 91.0% 91.0% Banking תכרעמה עצוממ 88.7% system average 88.0% 83.0% 82.0% Note: The results include only the banks for which there were statistically significant results.
Satisfaction with digital channels: Internet To what extent are you satisfied with the level of service your bank provides through its website? 95.0% 94.0% Banking system תכרעמה עצוממ 92.1% average 92.0% 92.0% 89.0% 85.0% Note: The results include only the banks for which there were statistically significant results.
Satisfaction with digital channels: Cellular Application To what extent are you satisfied with the level of service your bank provides through its cellular application? 96.0% 94.0% 92.0% Banking system תכרעמה עצוממ 91.4% average 90.0% 87.0% 72.0% Note: The results include only the banks for which there were statistically significant results.
Households’ channels of communication with the bank
Extent of satisfaction in various topics 70% 64% 60% 38% 35% Professionalism and Attitude and attention I Satisfaction with the Service the tellers offer Creative solutions the knowledge of tellers at receive from my teller solution the teller at their initiative to tellers offer at their the branch at the branch or call offers for problems I lower costs initiative that match center raise my needs
Sense of fairness in banking For what reasons did you answer To what extent do you agree or disagree with the following statement: that you partly agree, disagree or "In general, my bank acts with fairness toward me." strongly disagree that your bank 70% acts fairly toward you (open question): 62% 60% 32% - High fees 13% - No personal service 50% 11% - High interest on overdraft 9% - Bad service 40% 7% - Closure of branches 6% - Lack of banks 5% - Not available by phone 30% 4% - Don’t rely on the bank 25% 3% - Low interest on deposits 20% 3% - No benefits 3% - Inflexibility 11% 10% 2% - Conflict of interests 1% - Cellular application failed 2% 1% - Don’t know 0% Agree / Strongly agree Partly agree Disagree / strongly disagree Don't know / unsure
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