In the world of financial services, a dichotomy is emerging. In a new survey, 72% of senior financial services executives reported that their customers were mostly or extremely satisfied.

Customers themselves, however, tell a different story. They claim that financial services institutions fall short in several areas, including anticipating needs, prioritizing financial wellness and enabling customers to control their data.

In this report, we pull back the curtain on customer service — both overall and sector-specific — within the financial services industry. The report highlights survey findings about:

• ​Where gaps meet opportunities
• Why personalization in banking is essential
• How the proactive advisor wins in wealth and asset management
• Why consistency and proficiency are key for insurance