According to the European Credit Risk Survey, released by global decision management services provider FICO and Efma, an industry association for European financial institutions, by contrast, only 14 percent of banks have declared that customers were more likely than before to open a new account at their current bank. While 54 percent of respondents have stated that customers are more likely than before to complain to a regulator, only 18 percent have said customers were more likely to refer their bank to a friend.
The same source unveils that over two-thirds of respondents have said that customers are more likely than before to request changes to their mortgage contract. And more than 50 percent have mentioned that customers are more likely to use alternative sources of credit.
The survey also shows that that the forecast credit gap for small businesses has risen, after falling in the last survey. While 46 percent of bankers believe the amount of credit requested by SMEs will rise, only 35 percent believe the credit supply will rise. For consumers, the gap is smaller, namely 39 percent foresee a demand increase, 33 percent foresee a supply increase.
The survey is based on a sample of more than 80 risk managers from 26 countries. Bankers have responded to questions about changing customer behaviour.
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