Forrester’s annual Customer Advocacy rankings, ranks nearly 50 financial services firms in the United States by the percentage of each firm’s customers who agree with the statement: “My financial provider does what’s best for me, not just its own bottom line.” The results are based on a survey of about 4,500 consumers.
HSBC ranked dead last.
Among HSBC customers, only 16 percent said they agreed with the statement, the lowest customer advocacy score ever reported in the United States, down 10 percentage points from HSBC’s score last year and in line with other recent similar poor rankings of other HSBC units.
An HSBC spokesman declined to comment on the survey, since he hadn’t seen it yet.
Forrester vice president, Bill Doyle, who wasn’t aware of anything particular HSBC has done recently that would make its score so low.
We do.
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