For several years, ABI – in collaboration with Bocconi University – has been monitoring banks’ customer relationship stability and strength. The methodology of the research was shared with a banking working group. It identifies a customer fidelity and bank business performance measurement model, which includes indicators such as: customer mobility, new customer acquisition, growth rate, cross-selling, average pro-capite customer’s financial assets and financial exposure.
This survey, which is based on data collected from a sample of banks, is referred to the following segments: households; small businesses, and very small-sized and medium-small sized companies (up to 5 million euros of turnover); the study identifies distinctive business performance indicators.