Reasons for choosing a bank among customers in Western and Central Europe 2014

This statistic illustrates the factors that influence choice of retail bank, according to Western and Central European customers as of 2014. Across the board, a higher share of Central European customers considered the mentioned factors important. Fees and price influenced customers in both regions, with five percent more respondents underlining the importance in Central Europe: 66 percent compared to 61 percent in the West. Also, approximately 23 percent of Central European customers valued the quality of mobile service, compared to 18 percent of Western customers.

Factors influencing customers' choice of bank in Western and Central Europe as of 2014

Western EuropeCentral Europe
Quality of internet bank service56%55.9%
Quality of overall bank service52%57.4%
Quality of products46.7%54.1%
Quality of branch service40.8%44.3%
Quality of mobile service18.3%23.6%
Quality of phone service16.2%22.4%
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Release date

April 2014



Survey time period


Number of respondents

17,000 respondents

Special properties

retail banking customers from 32 countries

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