Fraud is no longer a standalone issue; it's a turning point in the customer relationship. In a study conducted in late 2024, 1,000 recent victims of fraud shared how their financial institution's handling of the incident shaped their trust, satisfaction, and long-term loyalty.
The findings make one thing clear: it's not the fraud event itself, but how the FI responds that determines whether a customer stays or walks away. While many respondents reported satisfaction with their experience, critical gaps remain, particularly around resolution speed, communication, and transparency.
Financial institutions that proactively address these areas not only reduce churn but also unlock opportunities to build deeper relationships and increase confidence in broader banking services. This study offers timely, actionable insights for leaders looking to turn operational improvements into lasting customer value.
What You'll Learn:
- How fraud resolution impacts trust more than the fraud itself
- The direct connection between dispute handling and customer loyalty
- Why communication and transparency are key to satisfaction
- How fraud handling affects confidence in other banking services
- Where top-performing institutions are meeting or exceeding expectations