Retail Banking Coronavirus Weekly Insights – Week End 4 September 2020

Fiona Blades

President and Chief Experience Officer

MESH Experience

This week, MESH’s weekly insight research found that some people feel in a better position financially as a result of the pandemic. They also found that news articles were generating increased word-of-mouth interactions.

Opportunity to create solutions for those feeling better off
20% of participants are feeling slightly/much better off as a result of the pandemic.  This could provide an opportunity for banks to create solutions for this customer group.

Higher word of mouth generated by news
The increase in recent news within the retail banking category is resulting in increased conversations, both online and in real life.

Less reached by advertising and customer comms
The percentage of people reporting paid advertising experiences has declined, with Barclays, amongst others, dropping off.  The reach of owned experiences has also gone down this week.  We would anticipate seeing reach increase in September.

Read the full commentary on MESH’s blog here.
View the data dashboard here.

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