Retail Banking Coronavirus Weekly Insights – Week End 17 July 2020

Fiona Blades

President and Chief Experience Officer

MESH Experience

This week, MESH’s weekly retail banking consumer insight found that worry about the pandemic is going down, and the experience reach of earned channels is back to pre-COVID levels.

Keep your customers informed
Worry about the ongoing pandemic shows a downwards trend and people think banks are doing enough to help. Information and advice are still highly appreciated, and banks should continue to engage customers.

Create positivity through owned channels
Despite an overall downwards trend in engaged experience reach this week, NatWest managed to create positivity through owned channels. NatWest benefitted from good online banking/app experiences.

Leverage earned communications
The experience reach of earned channels is back to pre-COVID-19 levels. Nationwide has had positive press this week, a result of lowering its mortgage requirements. Make sure advantageous actions are visible and positively reflect on your brand, as well as the category.

View the data dashboard here
Read the full summary and analysis from MESH here

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