IMR survey reveals satisfaction levels and what corporate customers want from banks

Customer satisfaction levels and their expectations for banks have been highlighted in a survey conducted by IMR/University of Nicosia, the findings of which were analysed within the framework of the recent 12th Banking Forum & FinTech Expo, presented by Logicom Solutions.

According to the Christina Kokkalou, the founder and Managing Director of IMR/University of Nicosia, the need for speed and efficiency is crucial, as fast services and reduced bureaucracy are among customers’ most basic demands and therefore banks are called upon to adopt technological solutions that simplify procedures and enhance the customer experience.

From the Conference stage on 16 January, and by displaying relevant graphics, Kokkalou highlighted the importance of corporate customer satisfaction as well as the modern challenges and future trends that shape the relationship between banks and businesses.

Satisfaction as a central pillar of cooperation

Christina Kokkalou pointed out that 92% of corporate clients highly appreciate having a personal banking partner, which strengthens trust and provides personalised guidance.

At the same time, the survey revealed that the key factors influencing satisfaction include product range (78%), service quality (76%) and digital tools (72%).

However, only 15% of corporate customers said they were satisfied with their charges, highlighting the need for greater transparency and tailored pricing strategies.

Customers now demand clear value from banking services, while increasingly turning to alternative solutions, such as neobanks.

The challenges and demands of the times

The survey showed that businesses collaborate on average with more than two banks, seeking to diversify risk and secure specialised services.

Furthermore, 46% of companies maintain partnerships with international financial institutions, highlighting the need for global access and innovative solutions.

The need for speed and efficiency is crucial: 48% of respondents stressed that fast services are essential, while 44% want less bureaucracy.

Banks are called upon to adopt technological solutions that simplify processes and enhance the customer experience.

Future investments and trends

The survey recorded that 76% of businesses plan to invest in technology to achieve corporate goals, while 67% prioritise staff training and development.

At the same time, exploring new markets and products is a key strategy for 33% of businesses.

Christina Kokkalou underlined that the banking industry is at a critical crossroads, where collaboration with corporate clients must be based on innovation, transparency and adaptability.

Banks that invest in creating a customer-centric culture and leveraging technological tools will maintain their competitive advantage, offering real value to businesses.

(Source: InBusinessNews)