Moments of Truth Retail Banking: UK

Stand out from the crowd and develop memorable retail banking experiences

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Richard Stevenson

Senior Director

Moments of Truth helps retail banking providers tailor their customer experience by highlighting the gaps between brand promise, delivery and service perception.

This unique customer feedback and benchmarking system gives the inside track on competitor performance and allows you to target CX improvements with pinpoint accuracy.


consumer interviews annually


brands benchmarked


banking interactions assessed

Outputs for action

Moments of Truth includes established KPIs, enhanced by innovative metrics that are anchored in behavioural science to benchmark, diagnose and improve your CX.

Subscribers benefit from insights about their own CX, that of peers and market leaders. You’ll know which journeys drive up brand perceptions and where you should invest to get ahead of the competition.


Create differentiated and memorable CX

Control points where you know your brand can get ahead of the competition

Weigh your CX activities against your market peers

Measure the effectiveness of your CX investments

Inform future CX strategy

Report to stakeholders about your market rankings

Get in touch

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Be better