SUMMARY:
This survey report provides the results of a major comprehensive survey of banked and unbanked residents of six major governorates in Jordan. The survey probes the respondents’ perceptions and awareness about banks in Jordan, bank accounts penetration, in addition to bank account adoption patterns and the drivers behind them. The survey also sheds the light on the usage patterns of other financial institutions than banks, factors affecting the perception about banks and the customer experience, and the trust respondents have in banks. Furthermore, the survey provides insights towards the channels used in banking, their usage patterns and satisfaction levels. Additionally, the report provides an overview of the Net Promoter Score (NPS) of banking institutions in the kingdom.
