Although customers are broadly satisfied with their banking relationships, the industry as a whole remains tarnished by the financial crisis. As our 2012 Global Consumer Banking Survey showed (see chart below), confidence in both developed and rapid-growth markets has dropped. More recent issues such as LIBOR-related headlines have not helped matters.
Banks also need to restore their reputations with shareholders. Implementing compensation models that recognize a lower-return environment will improve shareholder relations and shareholder returns.