Bank employees in the Netherlands want to focus on clients and the interests of their clients. But they feel constrained to do so by the dominant banking culture. They have low trust in their employers, they feel not motivated by the targets they are required to meet, and they experience very limited autonomy. This affects their service orientation towards clients. More autonomy, less emphasis on targets, and more openness in the relationship with managers is likely to further improve the interests of bank clients.

Read the survey here.