Source: https://akholi.com/outsourcing-2026-agentic-ai-tier-1-banks/study-data/part-1-c031/
Author: Phil Hatch
Publisher: Akholi

What type of a bank is the customer?

Study Data · Part 1 · Indicator Deep-Dive Analysis

# What type of a bank is the customer?

Indicator C031 · By Phil Hatch · Akholi · October 9, 2026

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## On this page

22 sectionsIndicator SpecificationSummary of FindingsDistribution of ResponsesCoverage and Origin of Written ResponsesDistribution of Written SentimentDescriptive Statistics by SegmentTests of Difference Between SegmentsAssociation with Cancellation RateAssociation with Customer SatisfactionAssociation with the Engagement Indicator MeanAssociation with Intent to LeaveComparison of Associations Across the Four MeasuresClustering and Effective Sample SizeEquivalence Tests of Null ResultsRobustness ChecksMeasure Independence and Part-Whole CorrectionComparison with the Study NormCo-Occurring Indicators and ThemesInterpretation of the DataLimitationsDefinitionsSources and Provenance

## Indicator Specification

Table 1. Indicator specificationTable

| Field | Value |
| --- | --- |
| Indicator code | C031 |
| Question as asked | What type of a bank is the customer? |
| Failure category | Not one of the 100 rated indicators |
| Place in the survey | Engagement Details > 2.1 Engagement Identification > T1_FI Routing Chain |
| Indicator class | Engagement attribute |
| Indicator type | Categorical |
| Response scale | Levels: Asset management, Wealth management and private banking, Investment banking (advisory and capital-markets origination), Insurance (life, property and casualty, health), Commercial and business banking, Payments and merchant acquiring (networks, acquiring, processing), Credit card and payments issuing, Retail and consumer banking, Markets and trading (sales and trading, global markets), Private equity and private capital |
| Answering base | 848 of 850 respondents gave one of the listed answers, across 150 of 150 engagements. None answered I do not know or I prefer to not answer |
| Non-answers | I do not know 0, I prefer to not answer 0, blank 2 |
| Engagements sheet twin | Bank Type |
| Written responses coded to the indicator | 6 responses from 6 respondents on 6 engagements (0 primary, 6 secondary) |

## Summary of Findings

Table 2. Key results: association of the indicator with the four study measuresTable

| Measure | Effect size | n | Value | p |
| --- | --- | --- | --- | --- |
| Cancellation rate | Omega squared, 0 or 1 flag | 141 engagements | −0.017 | 0.692 |
| Customer satisfaction | Omega squared | 46 engagements | 0.078 | 0.097 |
| Engagement indicator mean | Omega squared | 141 engagements | −0.007 | 0.425 |
| Intent to leave | Omega squared | 141 engagements | −0.010 | 0.583 |

Wealth management and private banking was the institution type respondents named most often (140 of 848 respondents, 16.51%), followed by Asset management (132 of 848 respondents, 15.57%). Private equity and private capital was named least often (39 of 848 respondents, 4.60%). Cancellation ranged from Payments and merchant acquiring at the low end (23.08% canceled, n = 13 engagements) to Asset management at the high end (54.17% canceled, n = 24 engagements), with no difference under test (chi-square 5.71, p 0.692, Cramer's V 0.20, n = 141 engagements). Customer satisfaction on active engagements was lowest for Investment banking (mean 56.4, n = 10 engagements) and highest for Asset management (mean 69.5, n = 11 engagements), with no difference under test (Welch F 2.39, p 0.097, omega squared 0.078, n = 46 engagements). The engagement indicator mean ranged from Investment banking (mean 3.4, n = 19 engagements) to Commercial and business banking (mean 4.5, n = 13 engagements), with no difference under test (Welch F 1.03, p 0.425, omega squared −0.007, n = 141 engagements). Intent to leave ranged from Retail and consumer banking (mean 5.8, n = 12 engagements) to Investment banking (mean 7.7, n = 19 engagements), with no difference under test (Welch F 0.83, p 0.583, omega squared −0.010, n = 141 engagements).

The indicator had 6 written responses coded to it, from 6 of 850 respondents on 6 of 150 engagements. Negative responses numbered 4 of the 6 scored responses. No response carried the strongest negative score, −10. Every response was a secondary response, written in answer to a question outside the indicator's own survey section.

## Distribution of Responses

Table 3. Distribution of responses, respondent levelTable

| Answer | Respondents | Share of answered (base 848) | Cumulative share | Engagements with at least one | Share of 150 engagements | Distressed |
| --- | --- | --- | --- | --- | --- | --- |
| Asset management | 132 | 15.57% | 15.57% | 24 | 16.00% | Not applicable |
| Wealth management and private banking | 140 | 16.51% | 32.08% | 23 | 15.33% | Not applicable |
| Investment banking (advisory and capital-markets origination) | 105 | 12.38% | 44.46% | 19 | 12.67% | Not applicable |
| Insurance (life, property and casualty, health) | 78 | 9.20% | 53.66% | 14 | 9.33% | Not applicable |
| Commercial and business banking | 81 | 9.55% | 63.21% | 13 | 8.67% | Not applicable |
| Payments and merchant acquiring (networks, acquiring, processing) | 71 | 8.37% | 71.58% | 13 | 8.67% | Not applicable |
| Credit card and payments issuing | 72 | 8.49% | 80.07% | 12 | 8.00% | Not applicable |
| Retail and consumer banking | 73 | 8.61% | 88.68% | 12 | 8.00% | Not applicable |
| Markets and trading (sales and trading, global markets) | 57 | 6.72% | 95.40% | 11 | 7.33% | Not applicable |
| Private equity and private capital | 39 | 4.60% | 100.00% | 9 | 6.00% | Not applicable |
| Answered, total | 848 | 100.00% | | 150 | 100.00% | |

A categorical answer has no engagement mean. Each engagement took its respondents' plurality answer, and tied engagements were left out. An answer was assigned to 150 of 150 engagements.

Distressed is not applicable, because the answer has no good or bad end on a scale.

## Coverage and Origin of Written Responses

Figure 1. Written responses coded to the indicator, by the question answered and by written score (n = 6 responses)ExhibitNote: Primary responses were written in answer to a written-answer question in the indicator's own survey section. Secondary responses were written in answer to a question outside that section and coded to the indicator because their content addressed it. Segments run from −10, strongly negative, in full amber at the left to +10, strongly positive, in the darkest gray at the right. Segments of 3 or more responses are labeled with their count where the drawn segment can hold the label. C135 asked: “Add any comments on your employer that the ratings in this section do not capture.” C114 asked: “Add any comments on the customer organization that the ratings in this section do not capture.”
Table 4. Written responses by originTable

| Origin | Responses | Respondents | Engagements | Negative | Strongest negative (−10) | Positive | Mean written score |
| --- | --- | --- | --- | --- | --- | --- | --- |
| Primary | 0 | 0 | 0 | a | | | |
| Secondary | 6 | 6 | 6 | 4 of 6 | 0 of 6 | 0 of 6 | ‡ |
| All responses | 6 | 6 | 6 | 4 of 6 | 0 of 6 | 0 of 6 | ‡ |

Note: ‡ Base under 10. No statistic is reported. a No scored responses.

All 6 responses were secondary responses. The secondary responses came from 6 respondents on 6 engagements, in answer to 2 questions outside the indicator's own survey section (C135 with 4 responses and C114 with 2 responses).

## Distribution of Written Sentiment

Figure 2. Distribution of written sentiment (n = 6 scored responses)ExhibitNote: Column height is the count of scored responses. With fewer than 10 scored responses, labels give counts only.

The indicator has no good or bad end. Under the coding rulebook's rule for such indicators, the written score records the effect each response states on the engagement or on the respondent. The survey question is “What type of a bank is the customer?” The frequency, scope and consequence a response states set the strength of its score. A score of +10 marks a response that describes “this attribute of the engagement as helping the engagement at its best.” A score of −10 marks a response that describes “this attribute as harming the engagement at its worst . . . .”

The distribution was reported as counts only, because fewer than 10 responses carried a score. Of the 6 scored responses, 4 were negative, none carried the strongest negative score and none was positive.

## Descriptive Statistics by Segment

Table 5a. Descriptive statistics by segment, part 1 of 2Table

| Segment | Base | Answered | Answer rate | Engagements | Asset management, share | Wealth management and private banking, share |
| --- | --- | --- | --- | --- | --- | --- |
| Study set | 850 | 848 | 99.76% of 850 | 150 | 15.57% | 16.51% |
| Outsourcing model | | | | | | |
| CXM | 232 | 231 | 99.57% of 232 | 42 | 14.72% | 18.61% |
| ITO | 244 | 244 | 100.00% of 244 | 40 | 14.34% | 16.80% |
| BPO | 209 | 209 | 100.00% of 209 | 37 | 15.31% | 16.75% |
| KPO | 165 | 164 | 99.39% of 165 | 31 | 18.90% | 12.80% |
| Institution type | | | | | | |
| Asset management | Identity, the segment is this indicator |
| Wealth management and private banking | Identity, the segment is this indicator |
| Investment banking (advisory and capital-markets origination) | Identity, the segment is this indicator |
| Insurance (life, property and casualty, health) | Identity, the segment is this indicator |
| Commercial and business banking | Identity, the segment is this indicator |
| Payments and merchant acquiring (networks, acquiring, processing) | Identity, the segment is this indicator |
| Credit card and payments issuing | Identity, the segment is this indicator |
| Retail and consumer banking | Identity, the segment is this indicator |
| Markets and trading (sales and trading, global markets) | Identity, the segment is this indicator |
| Private equity and private capital | Identity, the segment is this indicator |
| Process family | | | | | | |
| Corporate and back-office functions | 248 | 247 | 99.60% of 248 | 47 | 21.05% | 10.12% |
| Technology engineering and operations | 204 | 204 | 100.00% of 204 | 35 | 17.16% | 17.16% |
| Client servicing and communications | 94 | 94 | 100.00% of 94 | 16 | 11.70% | 31.91% |
| Trade, settlement and reconciliation | 80 | 80 | 100.00% of 80 | 15 | 36.25% | 15.00% |
| Payments, cards and disputes | 73 | 73 | 100.00% of 73 | 12 | 0.00% | 10.96% |
| Credit, underwriting and suitability | 57 | 56 | 98.25% of 57 | 9 | 0.00% | 21.43% |
| Regulatory, audit, tax and legal | 51 | 51 | 100.00% of 51 | 9 | 0.00% | 35.29% |
| Financial crime and client onboarding | 43 | 43 | 100.00% of 43 | 7 | 11.63% | 0.00% |
| Class of work | | | | | | |
| LOB Operational | 451 | 450 | 99.78% of 451 | 76 | 15.78% | 17.11% |
| Corporate Functional | 399 | 398 | 99.75% of 399 | 74 | 15.33% | 15.83% |
| Engagement status and lifecycle stage | | | | | | |
| Active, Build-Out | 175 | 174 | 99.43% of 175 | 31 | 8.62% | 8.05% |
| Active, Transition/Cut-Over | 250 | 249 | 99.60% of 250 | 43 | 7.63% | 25.30% |
| Active, Production | 103 | 103 | 100.00% of 103 | 20 | 25.24% | 13.59% |
| Canceled | 322 | 322 | 100.00% of 322 | 56 | 22.36% | 15.22% |
| Respondent role | | | | | | |
| Individual Contributor | 667 | 665 | 99.70% of 667 | 150 | 15.64% | 16.69% |
| Engagement Manager | 150 | 150 | 100.00% of 150 | 150 | 16.00% | 15.33% |
| Portfolio Director | 31 | 31 | 100.00% of 31 | 31 | 12.90% | 19.35% |
| Customer Management Executive | 2 | 2 | 2 of 2 | 2 | 0 | 0 |
| Vendor type | | | | | | |
| IT services major | 316 | 316 | 100.00% of 316 | 59 | 12.03% | 24.68% |
| BPO specialist | 198 | 197 | 99.49% of 198 | 37 | 23.35% | 6.09% |
| Consulting firm | 117 | 116 | 99.15% of 117 | 23 | 12.93% | 9.48% |
| Boutique or specialist provider | 87 | 87 | 100.00% of 87 | 17 | 22.99% | 6.90% |
| Pure-play agentic AI firm | 75 | 75 | 100.00% of 75 | 14 | 13.33% | 33.33% |
| Not reported, recovered by engagement | 57 | 57 | 100.00% of 57 | 47 | 5.26% | 14.04% |

Table 5b. Descriptive statistics by segment, part 2 of 2Table

| Segment | Investment banking, share a | Insurance, share b | Commercial and business banking, share | Payments and merchant acquiring, share c | Credit card and payments issuing, share |
| --- | --- | --- | --- | --- | --- |
| Study set | 12.38% | 9.20% | 9.55% | 8.37% | 8.49% |
| Outsourcing model | | | | | |
| CXM | 7.79% | 9.09% | 11.26% | 8.23% | 9.09% |
| ITO | 14.75% | 10.25% | 7.79% | 10.66% | 9.02% |
| BPO | 11.96% | 8.13% | 8.13% | 7.66% | 9.09% |
| KPO | 15.85% | 9.15% | 11.59% | 6.10% | 6.10% |
| Institution type | | | | | |
| Asset management | Identity, the segment is this indicator |
| Wealth management and private banking | Identity, the segment is this indicator |
| Investment banking (advisory and capital-markets origination) | Identity, the segment is this indicator |
| Insurance (life, property and casualty, health) | Identity, the segment is this indicator |
| Commercial and business banking | Identity, the segment is this indicator |
| Payments and merchant acquiring (networks, acquiring, processing) | Identity, the segment is this indicator |
| Credit card and payments issuing | Identity, the segment is this indicator |
| Retail and consumer banking | Identity, the segment is this indicator |
| Markets and trading (sales and trading, global markets) | Identity, the segment is this indicator |
| Private equity and private capital | Identity, the segment is this indicator |
| Process family | | | | | |
| Corporate and back-office functions | 13.36% | 5.67% | 6.88% | 4.05% | 8.50% |
| Technology engineering and operations | 17.16% | 5.88% | 4.90% | 12.25% | 7.35% |
| Client servicing and communications | 5.32% | 32.98% | 11.70% | 0.00% | 0.00% |
| Trade, settlement and reconciliation | 27.50% | 0.00% | 0.00% | 10.00% | 0.00% |
| Payments, cards and disputes | 0.00% | 0.00% | 16.44% | 13.70% | 41.10% |
| Credit, underwriting and suitability | 0.00% | 30.36% | 25.00% | 0.00% | 10.71% |
| Regulatory, audit, tax and legal | 7.84% | 7.84% | 15.69% | 7.84% | 0.00% |
| Financial crime and client onboarding | 13.95% | 0.00% | 20.93% | 32.56% | 0.00% |
| Class of work | | | | | |
| LOB Operational | 9.33% | 10.67% | 10.67% | 9.11% | 8.00% |
| Corporate Functional | 15.83% | 7.54% | 8.29% | 7.54% | 9.05% |
| Engagement status and lifecycle stage | | | | | |
| Active, Build-Out | 14.37% | 18.97% | 16.09% | 4.02% | 12.64% |
| Active, Transition/Cut-Over | 7.63% | 7.63% | 10.84% | 15.26% | 1.61% |
| Active, Production | 9.71% | 0.00% | 0.00% | 9.71% | 11.65% |
| Canceled | 15.84% | 8.07% | 8.07% | 4.97% | 10.56% |
| Respondent role | | | | | |
| Individual Contributor | 12.48% | 9.62% | 9.62% | 8.12% | 8.27% |
| Engagement Manager | 12.67% | 9.33% | 8.67% | 8.67% | 8.00% |
| Portfolio Director | 6.45% | 0.00% | 9.68% | 12.90% | 16.13% |
| Customer Management Executive | 1 | 0 | 1 | 0 | 0 |
| Vendor type | | | | | |
| IT services major | 8.23% | 13.92% | 4.43% | 10.76% | 10.76% |
| BPO specialist | 10.66% | 2.54% | 20.30% | 7.61% | 10.66% |
| Consulting firm | 22.41% | 8.62% | 7.76% | 4.31% | 9.48% |
| Boutique or specialist provider | 12.64% | 8.05% | 6.90% | 5.75% | 0.00% |
| Pure-play agentic AI firm | 18.67% | 8.00% | 4.00% | 9.33% | 0.00% |
| Not reported, recovered by engagement | 12.28% | 10.53% | 15.79% | 8.77% | 10.53% |

Note: a Investment banking (advisory and capital-markets origination), share. b Insurance (life, property and casualty, health), share. c Payments and merchant acquiring (networks, acquiring, processing), share.
Table 6. Descriptive statistics by segment, remaining answer levelsTable

| Segment | Base | Answered | Answer rate | Engagements | Retail and consumer banking, share | Markets and trading, share a | Private equity and private capital, share |
| --- | --- | --- | --- | --- | --- | --- | --- |
| Study set | 850 | 848 | 99.76% of 850 | 150 | 8.61% | 6.72% | 4.60% |
| Outsourcing model | | | | | | | |
| CXM | 232 | 231 | 99.57% of 232 | 42 | 10.39% | 7.36% | 3.46% |
| ITO | 244 | 244 | 100.00% of 244 | 40 | 6.97% | 6.15% | 3.28% |
| BPO | 209 | 209 | 100.00% of 209 | 37 | 9.09% | 7.66% | 6.22% |
| KPO | 165 | 164 | 99.39% of 165 | 31 | 7.93% | 5.49% | 6.10% |
| Institution type | | | | | | | |
| Asset management | Identity, the segment is this indicator |
| Wealth management and private banking | Identity, the segment is this indicator |
| Investment banking (advisory and capital-markets origination) | Identity, the segment is this indicator |
| Insurance (life, property and casualty, health) | Identity, the segment is this indicator |
| Commercial and business banking | Identity, the segment is this indicator |
| Payments and merchant acquiring (networks, acquiring, processing) | Identity, the segment is this indicator |
| Credit card and payments issuing | Identity, the segment is this indicator |
| Retail and consumer banking | Identity, the segment is this indicator |
| Markets and trading (sales and trading, global markets) | Identity, the segment is this indicator |
| Private equity and private capital | Identity, the segment is this indicator |
| Process family | | | | | | | |
| Corporate and back-office functions | 248 | 247 | 99.60% of 248 | 47 | 9.31% | 12.96% | 8.10% |
| Technology engineering and operations | 204 | 204 | 100.00% of 204 | 35 | 8.33% | 4.41% | 5.39% |
| Client servicing and communications | 94 | 94 | 100.00% of 94 | 16 | 6.38% | 0.00% | 0.00% |
| Trade, settlement and reconciliation | 80 | 80 | 100.00% of 80 | 15 | 0.00% | 6.25% | 5.00% |
| Payments, cards and disputes | 73 | 73 | 100.00% of 73 | 12 | 17.81% | 0.00% | 0.00% |
| Credit, underwriting and suitability | 57 | 56 | 98.25% of 57 | 9 | 12.50% | 0.00% | 0.00% |
| Regulatory, audit, tax and legal | 51 | 51 | 100.00% of 51 | 9 | 13.73% | 11.76% | 0.00% |
| Financial crime and client onboarding | 43 | 43 | 100.00% of 43 | 7 | 0.00% | 11.63% | 9.30% |
| Class of work | | | | | | | |
| LOB Operational | 451 | 450 | 99.78% of 451 | 76 | 8.44% | 6.00% | 4.89% |
| Corporate Functional | 399 | 398 | 99.75% of 399 | 74 | 8.79% | 7.54% | 4.27% |
| Engagement status and lifecycle stage | | | | | | | |
| Active, Build-Out | 175 | 174 | 99.43% of 175 | 31 | 14.37% | 0.00% | 2.87% |
| Active, Transition/Cut-Over | 250 | 249 | 99.60% of 250 | 43 | 0.00% | 16.87% | 7.23% |
| Active, Production | 103 | 103 | 100.00% of 103 | 20 | 22.33% | 0.00% | 7.77% |
| Canceled | 322 | 322 | 100.00% of 322 | 56 | 7.76% | 4.66% | 2.48% |
| Respondent role | | | | | | | |
| Individual Contributor | 667 | 665 | 99.70% of 667 | 150 | 8.57% | 6.77% | 4.21% |
| Engagement Manager | 150 | 150 | 100.00% of 150 | 150 | 8.00% | 7.33% | 6.00% |
| Portfolio Director | 31 | 31 | 100.00% of 31 | 31 | 12.90% | 3.23% | 6.45% |
| Customer Management Executive | 2 | 2 | 2 of 2 | 2 | 0 | 0 | 0 |
| Vendor type | | | | | | | |
| IT services major | 316 | 316 | 100.00% of 316 | 59 | 8.86% | 2.53% | 3.80% |
| BPO specialist | 198 | 197 | 99.49% of 198 | 37 | 5.58% | 7.61% | 5.58% |
| Consulting firm | 117 | 116 | 99.15% of 117 | 23 | 9.48% | 12.07% | 3.45% |
| Boutique or specialist provider | 87 | 87 | 100.00% of 87 | 17 | 13.79% | 18.39% | 4.60% |
| Pure-play agentic AI firm | 75 | 75 | 100.00% of 75 | 14 | 8.00% | 0.00% | 5.33% |
| Not reported, recovered by engagement | 57 | 57 | 100.00% of 57 | 47 | 8.77% | 7.02% | 7.02% |

Note: a Markets and trading (sales and trading, global markets), share.

Shares are of the answered respondents in each row, which is the base beside them. A row under 10 prints counts in place of shares.

## Tests of Difference Between Segments

Table 7. Tests of difference between segmentsTable

| Segment family | Unit | Chi-square | df | p | Holm p | Cramer's V | Test for p | Levels left out |
| --- | --- | --- | --- | --- | --- | --- | --- | --- |
| Outsourcing model | Engagement | 2.92 | 27 | 1.000 | 1.000 | 0.08 | Monte Carlo, simulated | None |
| Institution type | Identity, the segment is this indicator |
| Process family | Engagement | 60.77 | 36 | 0.006 | 0.024 | 0.35 | Monte Carlo, simulated | a |
| Class of work | Engagement | 1.13 | 9 | 1.000 | 1.000 | 0.09 | Monte Carlo, simulated | None |
| Engagement status and lifecycle stage | Engagement | 49.85 | 27 | 0.004 | 0.020 | 0.33 | Monte Carlo, simulated | None |
| Respondent role | Respondent | 9.94 | 18 | 0.938 | 1.000 | 0.08 | Monte Carlo, simulated | b |
| Vendor type | Respondent | 203.28 | 45 | < 0.001 | < 0.001 | 0.22 | Monte Carlo, simulated | None |

Note: a Credit, underwriting and suitability, n = 9, Regulatory, audit, tax and legal, n = 9, Financial crime and client onboarding, n = 7. b Customer Management Executive, n = 2.

Engagement families were tested on engagement answers, and respondent role and vendor type were tested on respondents. Process family differed in the answer mix after Holm control (chi-square 60.77, Holm p 0.024, Cramer's V 0.35). Engagement status and lifecycle stage differed in the answer mix after Holm control (chi-square 49.85, Holm p 0.020, Cramer's V 0.33). Vendor type differed in the answer mix after Holm control (chi-square 203.28, Holm p < 0.001, Cramer's V 0.22). No difference held after Holm control for outsourcing model, class of work and respondent role.

## Association with Cancellation Rate

The share of engagements canceled on the study date, measured at engagement level (base 150 engagements, 56 canceled). The association is a descriptive contrast, inflated because canceled engagements were rated after cancellation, and is not predictive.

The measure by the engagement's assigned answer.

Table 8. Association with cancellation rate by answer levelTable

| Answer level | Engagements | Canceled | Cancellation rate |
| --- | --- | --- | --- |
| Asset management | 24 | 13 | 54.17% |
| Wealth management and private banking | 23 | 8 | 34.78% |
| Investment banking (advisory and capital-markets origination) | 19 | 9 | 47.37% |
| Insurance (life, property and casualty, health) | 14 | 5 | 35.71% |
| Commercial and business banking | 13 | 4 | 30.77% |
| Payments and merchant acquiring (networks, acquiring, processing) | 13 | 3 | 23.08% |
| Credit card and payments issuing | 12 | 5 | 41.67% |
| Retail and consumer banking | 12 | 4 | 33.33% |
| Markets and trading (sales and trading, global markets) | 11 | 3 | 27.27% |
| Private equity and private capital | 9 | 2 | ‡ |

Note: ‡ Base under 10. No statistic is reported.

The test across answer levels, in the study set and inside each segment. Levels under 10 engagements were left out of each test.

Table 9. Association with cancellation rate, tests across answer levels by segmentTable

| Segment | Engagements | Chi-square | df | p | Holm p | Cramer's V | Test for p |
| --- | --- | --- | --- | --- | --- | --- | --- |
| Study set | 141 | 5.71 | 8 | 0.693 | 1.000 | 0.20 | Monte Carlo, simulated |
| Outsourcing model | | | | | | | |
| CXM | Fewer than two answer levels with at least 10 engagements |
| ITO | Fewer than two answer levels with at least 10 engagements |
| BPO | Fewer than two answer levels with at least 10 engagements |
| KPO | Fewer than two answer levels with at least 10 engagements |
| Institution type | | | | | | | |
| Asset management | Identity, the segment is this indicator |
| Wealth management and private banking | Identity, the segment is this indicator |
| Investment banking (advisory and capital-markets origination) | Identity, the segment is this indicator |
| Insurance (life, property and casualty, health) | Identity, the segment is this indicator |
| Commercial and business banking | Identity, the segment is this indicator |
| Payments and merchant acquiring (networks, acquiring, processing) | Identity, the segment is this indicator |
| Credit card and payments issuing | Identity, the segment is this indicator |
| Retail and consumer banking | Identity, the segment is this indicator |
| Markets and trading (sales and trading, global markets) | Identity, the segment is this indicator |
| Private equity and private capital | Identity, the segment is this indicator |
| Process family | | | | | | | |
| Corporate and back-office functions | Fewer than two answer levels with at least 10 engagements |
| Technology engineering and operations | Fewer than two answer levels with at least 10 engagements |
| Client servicing and communications | Fewer than two answer levels with at least 10 engagements |
| Trade, settlement and reconciliation | Fewer than two answer levels with at least 10 engagements |
| Payments, cards and disputes | Fewer than two answer levels with at least 10 engagements |
| Credit, underwriting and suitability | 9 | ‡ | | | | | |
| Regulatory, audit, tax and legal | 9 | ‡ | | | | | |
| Financial crime and client onboarding | 7 | ‡ | | | | | |
| Class of work | | | | | | | |
| LOB Operational | 24 | 0.17 | 1 | 0.682 | 1.000 | 0.08 | chi-square |
| Corporate Functional | 34 | 2.55 | 2 | 0.365 | 1.000 | 0.27 | Monte Carlo, simulated |
| Engagement status and lifecycle stage | | | | | | | |
| Active, Build-Out | Not computable, no variation in cancellation |
| Active, Transition/Cut-Over | Not computable, no variation in cancellation |
| Active, Production | Not computable, no variation in cancellation |
| Canceled | Not computable, no variation in cancellation |

Note: ‡ Base under 10. No statistic is reported.

Cancellation in the study set did not differ across answer levels (Monte Carlo, simulated, chi-square 5.71, p 0.692, n = 141 engagements).

## Association with Customer Satisfaction

The satisfaction score recorded against each engagement on a 100-point scale. The primary estimate uses the 94 active engagements. A descriptive contrast uses all 150 engagements.

The measure by the engagement's assigned answer.

Table 10. Association with customer satisfaction by answer levelTable

| Answer level | Engagements | Mean of the measure | SD |
| --- | --- | --- | --- |
| Asset management | 11 | 69.5 | 9.7 |
| Wealth management and private banking | 15 | 64.0 | 9.8 |
| Investment banking (advisory and capital-markets origination) | 10 | 56.4 | 11.8 |
| Insurance (life, property and casualty, health) | 9 | ‡ | |
| Commercial and business banking | 9 | ‡ | |
| Payments and merchant acquiring (networks, acquiring, processing) | 10 | 63.0 | 14.8 |
| Credit card and payments issuing | 7 | ‡ | |
| Retail and consumer banking | 8 | ‡ | |
| Markets and trading (sales and trading, global markets) | 8 | ‡ | |
| Private equity and private capital | 7 | ‡ | |

Note: ‡ Base under 10. No statistic is reported.

The test across answer levels, in the study set and inside each segment. Levels under 10 engagements were left out of each test.

Table 11. Association with customer satisfaction, tests across answer levels by segmentTable

| Segment | Engagements | Welch F | df | p | Holm p | Omega squared | 90% CI |
| --- | --- | --- | --- | --- | --- | --- | --- |
| Study set | 46 | 2.39 | 3, 21.2 | 0.097 | 0.097 | 0.078 | 0.000 to 0.259 |
| Outsourcing model | | | | | | | |
| CXM | Fewer than two answer levels with at least 10 engagements |
| ITO | Fewer than two answer levels with at least 10 engagements |
| BPO | Fewer than two answer levels with at least 10 engagements |
| KPO | Fewer than two answer levels with at least 10 engagements |
| Institution type | | | | | | | |
| Asset management | Identity, the segment is this indicator |
| Wealth management and private banking | Identity, the segment is this indicator |
| Investment banking (advisory and capital-markets origination) | Identity, the segment is this indicator |
| Insurance (life, property and casualty, health) | Identity, the segment is this indicator |
| Commercial and business banking | Identity, the segment is this indicator |
| Payments and merchant acquiring (networks, acquiring, processing) | Identity, the segment is this indicator |
| Credit card and payments issuing | Identity, the segment is this indicator |
| Retail and consumer banking | Identity, the segment is this indicator |
| Markets and trading (sales and trading, global markets) | Identity, the segment is this indicator |
| Private equity and private capital | Identity, the segment is this indicator |
| Process family | | | | | | | |
| Corporate and back-office functions | Fewer than two answer levels with at least 10 engagements |
| Technology engineering and operations | Fewer than two answer levels with at least 10 engagements |
| Client servicing and communications | 7 | ‡ | | | | | |
| Trade, settlement and reconciliation | 7 | ‡ | | | | | |
| Payments, cards and disputes | Fewer than two answer levels with at least 10 engagements |
| Credit, underwriting and suitability | 8 | ‡ | | | | | |
| Regulatory, audit, tax and legal | 5 | ‡ | | | | | |
| Financial crime and client onboarding | 4 | ‡ | | | | | |
| Class of work | | | | | | | |
| LOB Operational | Fewer than two answer levels with at least 10 engagements |
| Corporate Functional | Fewer than two answer levels with at least 10 engagements |
| Engagement status and lifecycle stage | | | | | | | |
| Active, Build-Out | Fewer than two answer levels with at least 10 engagements |
| Active, Transition/Cut-Over | Fewer than two answer levels with at least 10 engagements |
| Active, Production | Fewer than two answer levels with at least 10 engagements |
| Canceled | no clean estimate, canceled engagements fall outside the active population |

Note: ‡ Base under 10. No statistic is reported.

The measure in the study set did not differ across answer levels (Welch F 2.39, p 0.097, n = 46 engagements). The clean estimate ran inside active engagements only.

## Association with the Engagement Indicator Mean

The mean of an engagement's 100 indicator ratings, measured at engagement level (base 150 engagements). Where this indicator is one of the 100, the mean is recomputed without it.

The measure by the engagement's assigned answer.

Table 12. Association with the engagement indicator mean by answer levelTable

| Answer level | Engagements | Mean of the measure | SD |
| --- | --- | --- | --- |
| Asset management | 24 | 3.9 | 1.6 |
| Wealth management and private banking | 23 | 4.1 | 1.5 |
| Investment banking (advisory and capital-markets origination) | 19 | 3.4 | 1.1 |
| Insurance (life, property and casualty, health) | 14 | 4.0 | 1.6 |
| Commercial and business banking | 13 | 4.5 | 1.5 |
| Payments and merchant acquiring (networks, acquiring, processing) | 13 | 4.2 | 1.6 |
| Credit card and payments issuing | 12 | 3.7 | 1.3 |
| Retail and consumer banking | 12 | 4.4 | 1.6 |
| Markets and trading (sales and trading, global markets) | 11 | 4.4 | 1.5 |
| Private equity and private capital | 9 | ‡ | |

Note: ‡ Base under 10. No statistic is reported.

The test across answer levels, in the study set and inside each segment. Levels under 10 engagements were left out of each test.

Table 13. Association with the engagement indicator mean, tests across answer levels by segmentTable

| Segment | Engagements | Welch F | df | p | Holm p | Omega squared | 90% CI |
| --- | --- | --- | --- | --- | --- | --- | --- |
| Study set | 141 | 1.03 | 8, 49.1 | 0.425 | 0.849 | −0.007 | 0.000 to 0.063 |
| Outsourcing model | | | | | | | |
| CXM | Fewer than two answer levels with at least 10 engagements |
| ITO | Fewer than two answer levels with at least 10 engagements |
| BPO | Fewer than two answer levels with at least 10 engagements |
| KPO | Fewer than two answer levels with at least 10 engagements |
| Institution type | | | | | | | |
| Asset management | Identity, the segment is this indicator |
| Wealth management and private banking | Identity, the segment is this indicator |
| Investment banking (advisory and capital-markets origination) | Identity, the segment is this indicator |
| Insurance (life, property and casualty, health) | Identity, the segment is this indicator |
| Commercial and business banking | Identity, the segment is this indicator |
| Payments and merchant acquiring (networks, acquiring, processing) | Identity, the segment is this indicator |
| Credit card and payments issuing | Identity, the segment is this indicator |
| Retail and consumer banking | Identity, the segment is this indicator |
| Markets and trading (sales and trading, global markets) | Identity, the segment is this indicator |
| Private equity and private capital | Identity, the segment is this indicator |
| Process family | | | | | | | |
| Corporate and back-office functions | Fewer than two answer levels with at least 10 engagements |
| Technology engineering and operations | Fewer than two answer levels with at least 10 engagements |
| Client servicing and communications | Fewer than two answer levels with at least 10 engagements |
| Trade, settlement and reconciliation | Fewer than two answer levels with at least 10 engagements |
| Payments, cards and disputes | Fewer than two answer levels with at least 10 engagements |
| Credit, underwriting and suitability | 9 | ‡ | | | | | |
| Regulatory, audit, tax and legal | 9 | ‡ | | | | | |
| Financial crime and client onboarding | 7 | ‡ | | | | | |
| Class of work | | | | | | | |
| LOB Operational | 24 | 0.17 | 1, 21.7 | 0.686 | 0.849 | −0.036 | † |
| Corporate Functional | 34 | 2.30 | 2, 20.6 | 0.126 | 0.377 | 0.066 | 0.000 to 0.276 |
| Engagement status and lifecycle stage | | | | | | | |
| Active, Build-Out | Fewer than two answer levels with at least 10 engagements |
| Active, Transition/Cut-Over | Fewer than two answer levels with at least 10 engagements |
| Active, Production | Fewer than two answer levels with at least 10 engagements |
| Canceled | Fewer than two answer levels with at least 10 engagements |

Note: ‡ Base under 10. No statistic is reported. † Base under 30. No interval is reported.

The measure in the study set did not differ across answer levels (Welch F 1.03, p 0.425, n = 141 engagements).

## Association with Intent to Leave

The respondent's stated likelihood of leaving the current job within 12 months, rated 1 to 10 (C019). Measured at respondent level on up to 798 respondents, with the engagement-level form reported alongside.

The measure by the engagement's assigned answer.

Table 14. Association with intent to leave by answer levelTable

| Answer level | Engagements | Mean of the measure | SD |
| --- | --- | --- | --- |
| Asset management | 24 | 7.2 | 2.5 |
| Wealth management and private banking | 23 | 6.5 | 2.4 |
| Investment banking (advisory and capital-markets origination) | 19 | 7.7 | 2.0 |
| Insurance (life, property and casualty, health) | 14 | 6.9 | 2.4 |
| Commercial and business banking | 13 | 6.5 | 2.4 |
| Payments and merchant acquiring (networks, acquiring, processing) | 13 | 6.3 | 2.5 |
| Credit card and payments issuing | 12 | 6.5 | 2.7 |
| Retail and consumer banking | 12 | 5.8 | 2.7 |
| Markets and trading (sales and trading, global markets) | 11 | 6.7 | 2.2 |
| Private equity and private capital | 9 | ‡ | |

Note: ‡ Base under 10. No statistic is reported.

The test across answer levels, in the study set and inside each segment. Levels under 10 engagements were left out of each test.

Table 15. Association with intent to leave, tests across answer levels by segmentTable

| Segment | Engagements | Welch F | df | p | Holm p | Omega squared | 90% CI |
| --- | --- | --- | --- | --- | --- | --- | --- |
| Study set | 141 | 0.83 | 8, 49.2 | 0.583 | 1.000 | −0.010 | 0.000 to 0.057 |
| Outsourcing model | | | | | | | |
| CXM | Fewer than two answer levels with at least 10 engagements |
| ITO | Fewer than two answer levels with at least 10 engagements |
| BPO | Fewer than two answer levels with at least 10 engagements |
| KPO | Fewer than two answer levels with at least 10 engagements |
| Institution type | | | | | | | |
| Asset management | Identity, the segment is this indicator |
| Wealth management and private banking | Identity, the segment is this indicator |
| Investment banking (advisory and capital-markets origination) | Identity, the segment is this indicator |
| Insurance (life, property and casualty, health) | Identity, the segment is this indicator |
| Commercial and business banking | Identity, the segment is this indicator |
| Payments and merchant acquiring (networks, acquiring, processing) | Identity, the segment is this indicator |
| Credit card and payments issuing | Identity, the segment is this indicator |
| Retail and consumer banking | Identity, the segment is this indicator |
| Markets and trading (sales and trading, global markets) | Identity, the segment is this indicator |
| Private equity and private capital | Identity, the segment is this indicator |
| Process family | | | | | | | |
| Corporate and back-office functions | Fewer than two answer levels with at least 10 engagements |
| Technology engineering and operations | Fewer than two answer levels with at least 10 engagements |
| Client servicing and communications | Fewer than two answer levels with at least 10 engagements |
| Trade, settlement and reconciliation | Fewer than two answer levels with at least 10 engagements |
| Payments, cards and disputes | Fewer than two answer levels with at least 10 engagements |
| Credit, underwriting and suitability | 9 | ‡ | | | | | |
| Regulatory, audit, tax and legal | 9 | ‡ | | | | | |
| Financial crime and client onboarding | 7 | ‡ | | | | | |
| Class of work | | | | | | | |
| LOB Operational | 24 | 0.01 | 1, 22.0 | 0.923 | 1.000 | −0.043 | † |
| Corporate Functional | 34 | 1.23 | 2, 20.4 | 0.313 | 0.938 | 0.017 | 0.000 to 0.215 |
| Engagement status and lifecycle stage | | | | | | | |
| Active, Build-Out | Fewer than two answer levels with at least 10 engagements |
| Active, Transition/Cut-Over | Fewer than two answer levels with at least 10 engagements |
| Active, Production | Fewer than two answer levels with at least 10 engagements |
| Canceled | Fewer than two answer levels with at least 10 engagements |

Note: ‡ Base under 10. No statistic is reported. † Base under 30. No interval is reported.

The measure in the study set did not differ across answer levels (Welch F 0.83, p 0.583, n = 141 engagements).

## Comparison of Associations Across the Four Measures

Table 16. Associations across the four measuresTable

| Measure | Effect size | n | Value | p | Equivalent to zero | Rank among the four |
| --- | --- | --- | --- | --- | --- | --- |
| Cancellation rate | Omega squared, 0 or 1 flag | 141 | −0.017 | 0.692 | Yes | 4 |
| Customer satisfaction | Omega squared | 46 | 0.078 | 0.097 | No | 1 |
| Engagement indicator mean | Omega squared | 141 | −0.007 | 0.425 | Yes | 2 |
| Intent to leave | Omega squared | 141 | −0.010 | 0.583 | Yes | 3 |

Steiger's z compares two correlations, and a categorical answer yields an effect size across levels rather than a correlation, so the pairs are not tested.

## Clustering and Effective Sample Size

Table 17. Clustering and effective sample sizeTable

| Statistic | Value | Reading |
| --- | --- | --- |
| Clusters (engagements) | 150 | Engagements with at least one answer. |
| Mean respondents per engagement | 5.7 | Answers per engagement with at least one answer. |
| ICC(1) | 1.00 | Share of variance between engagements. |
| Design effect | 5.65 | 1 plus (mean cluster size minus 1) times ICC. |
| Nominal respondent n | 848 | Every answer, with I do not know and I prefer to not answer counted as levels, as the plurality rule counts them. |
| Effective n | 150 | Nominal n divided by the design effect. |
| Cluster bootstrap applied | Yes | Applied to every respondent level CI where the ICC is 0.05 or above. |

Clustering reduced the 848 respondent answers to about 150 independent answers. Respondent level intervals therefore used the cluster bootstrap, and respondent level tests on intent to leave used cluster-robust errors.

## Equivalence Tests of Null Results

Table 18. Equivalence tests of null resultsTable

| Measure | n | Omega squared | Equivalence bound | Equivalence p | Equivalent to zero | Achieved power | MDE at power 0.80 |
| --- | --- | --- | --- | --- | --- | --- | --- |
| Cancellation rate | 141 | −0.017 | Omega squared < 0.090 | 0.006 | Yes | 0.73 | 0.101 |
| Customer satisfaction | 46 | 0.078 | Omega squared < 0.090 | 0.513 | No | 0.37 | 0.206 |
| Engagement indicator mean | 141 | −0.007 | Omega squared < 0.090 | 0.015 | Yes | 0.73 | 0.101 |
| Intent to leave | 141 | −0.010 | Omega squared < 0.090 | 0.011 | Yes | 0.73 | 0.101 |

The bound is the ruled |r| < 0.30 expressed as variance explained (V15-R22). Equivalent to zero: cancellation rate, engagement indicator mean and intent to leave.

## Robustness Checks

Table 19. Robustness checksTable

| Check | Measure | Primary p | Check p | Check statistic | Conclusion holds |
| --- | --- | --- | --- | --- | --- |
| Kruskal-Wallis in place of Welch F | Customer satisfaction | 0.097 | 0.072 | 6.99 | Yes |
| Kruskal-Wallis in place of Welch F | Engagement indicator mean | 0.425 | 0.567 | 6.72 | Yes |
| Kruskal-Wallis in place of Welch F | Intent to leave | 0.583 | 0.474 | 7.60 | Yes |
| Active engagements only | Engagement indicator mean | 0.425 | 0.126 | 2.12 | Yes |
| Active engagements only | Intent to leave | 0.583 | 0.237 | 1.52 | Yes |
| Respondent level, cluster-robust Wald F by engagement | Cancellation rate | 0.692 | 0.525 | 0.90 | Yes |
| Respondent level, cluster-robust Wald F by engagement | Customer satisfaction | 0.097 | 0.665 | 0.75 | Yes |
| Respondent level, cluster-robust Wald F by engagement | Engagement indicator mean | 0.425 | 0.357 | 1.11 | Yes |
| Respondent level, cluster-robust Wald F by engagement | Intent to leave | 0.583 | 0.744 | 0.66 | Yes |

Every check held. A check holds when its test lands on the same side of 0.05 as the primary test.

## Measure Independence and Part-Whole Correction

Each of the four measures was computed from data this indicator does not contain, so each result is a finding rather than an arithmetic consequence.

## Comparison with the Study Norm

Not applicable. A categorical item has no signed correlation, so it has no profile. Its per-level means carry the comparison.

## Co-Occurring Indicators and Themes

Figure 3. Other indicators and themes coded in the same written responses (n = 6 responses)ExhibitNote: Gray bars are other indicators coded in the same responses. Amber bars are themes of the coding rulebook, which carry no score. Labels give counts. Every co-coded indicator and every theme at or above the fifth-highest count of its kind is shown, ties included. ENG:Bank Type, the twin of the indicator under rule 6.6 of the coding rulebook, records the same fact and is not shown (coded in 6 of the 6 responses). C123: “Rate the adequacy of your employer's investment in training its workforce.” C109: “Rate how quickly the customer responds when this engagement raises issues that need customer action.” C120: “Rate the depth of your employer's knowledge of the financial industry.” C125: “Rate how well your employer's training programs build financial industry knowledge.” C130: “Rate your employer's readiness to take accountability when an agent it operates makes a costly error.” C157: “Rate the factual reliability of the AI tools' outputs on this engagement before any human review.”

The indicator's twin, ENG:Bank Type, records the same fact under the coding rulebook's twin rule. The twin was coded in all 6 responses coded to the indicator. The twin is left out of the counts that follow. The responses coded to the indicator were most often also coded to “Rate the adequacy of your employer's investment in training its workforce” (C123, 3 responses). The second-highest count was shared by 5 indicators at 2 responses each. The same responses carried 7 themes of the coding rulebook, each in 1 response.

## Interpretation of the Data

The institution type mix differed after Holm control by process family (chi-square 60.77, Holm p 0.024, Cramer's V 0.35), by engagement status and lifecycle stage (chi-square 49.85, Holm p 0.020, Cramer's V 0.33), and by vendor type (chi-square 203.28, Holm p < 0.001, Cramer's V 0.22). Investment banking sat at the weak end on customer satisfaction (mean 56.4, n = 10 engagements), the engagement indicator mean (mean 3.4, n = 19 engagements), and intent to leave (mean 7.7, n = 19 engagements), though none of these spreads held under test. Every robustness check run on this item held (9 of 9 checks).

The indicator is a survey question that is not a rating, so the written responses were not set against a rating. Written responses were voluntary. They recorded what the respondents who wrote reported, and how common it was is measured by the answers. The analysis of the written responses rested on 6 responses, a base of anecdote strength.

## Limitations

The evidence is reported experience: what the delivery team said about its own engagement, gathered in one cross-section. The figures showed associations, not causes. Indicators about the financial institution were reported at second hand by vendor staff. Cancellation is a descriptive contrast, because canceled engagements were rated after they ended.

Tests across respondent role and vendor type were run at respondent level and treated respondents as independent. The section Clustering and Effective Sample Size states whether, and by how much, clustering within engagements reduced the information in respondent level figures.

Engagements took their institution type from the plurality of respondent answers (150 of 150 engagements). Customer satisfaction was tested on a small base of active engagements (Welch F 2.39, p 0.097, omega squared 0.078, n = 46 engagements).

Fewer than 10 responses carried a score, so written sentiment was reported as counts, with no statistic. Coding was performed by AI coders under a fixed rulebook. Agreement on whether a response was coded to the indicator rested on 1 response second-coded under rulebook 0.5, with the coders agreeing on 1 of 1. No response coded to the indicator was second-scored under rulebook 0.6, so agreement on the score could not be assessed. This base of second-coded responses is too small for an indicator-level alpha.

## Definitions

Table 20. DefinitionsTable

| Term | Definition |
| --- | --- |
| Response scale | As recorded, shown in Table 1. The indicator is not a rating, so no distressed range is defined. |
| Answering base | Respondents who gave one of the listed answers. |
| Non-answers | “I do not know” and “I prefer to not answer” are counted separately and are excluded from the answering base and the shares. |
| Indicator class | Engagement attribute: a property of the engagement rather than of the respondent. |
| Failure category | One of the five failure categories of the Study Taxonomy, section 3. Only the 100 rated indicators carry one, and the indicator is not among them. |
| Engagement indicator mean | The mean of an engagement's 100 indicator ratings. |
| Written response | A coded written answer about the respondent's own engagement. Non-answers and answers about another engagement are excluded. |
| Primary and secondary | Primary responses were written in answer to a written-answer question in the indicator's own survey section. Secondary responses were written in answer to a question outside that section and coded to the indicator because their content addressed it. |
| Written sentiment scale | Five fixed values of the coding rulebook: −10, −5, 0, +5, +10. The sign is the direction and the magnitude is the strength. |
| Coding | Responses were coded under rulebook 0.5. Scores were added under rulebook 0.6 to every mark and every quote, with the score rulings of rulebook section 21. AI coders worked under a fixed rulebook. A sample of records was second-coded. Score agreement across all indicators was Krippendorff's alpha 0.969 on the 0.5 scores and 0.930 on the scores added in 0.6. |

## Sources and Provenance

Table 21. Sources and provenanceTable

| Item | Value |
| --- | --- |
| Study data | Study Data.xlsx, Data sheet, column C031, sha256 219eba0457274d04 |
| Statistics engine | compute_statistics.py, sha256 738319eef764602b |
| Statistics record | Computed Statistics.json, record C031, sha256 e405f65a43e37a6e |
| Computed | October 8, 2026, 01:38 UTC |
| Template | Indicator Statistical Analysis Template, version 1.1 of 2026-10-06 |
| Figures placed by script | 1,009 of 1,009 |
| Study metadata | Study Meta.md, sections 10.4 and 10.4.1, coder agreement across all indicators |
| Coded written responses | Quotes Master.jsonl, sha256 27da38085e2b13fd. Quote Coding Rulebook, version 0.6 with section 21 |
| Written-response computation | qa_stats.py, sha256 74a61f3a96169da9. wfacts.py, sha256 b85fae20adf812a1. prose_gen.py, sha256 c277d2c752f8d88f. build_indicator.py, sha256 da3473bd56a4a7b9 |
| Written-response records | C031.qa.json, sha256 d90b637f30d9b76f. C031.wfacts.json, sha256 558e9698e1a16668. Prose C031.json, sha256 80491d2dd09c9196 |


## Links to related study evidence

- [Part 1](https://akholi.com/outsourcing-2026-agentic-ai-tier-1-banks/part-1-engagement-outcomes/)
- [Customer satisfaction](https://akholi.com/outsourcing-2026-agentic-ai-tier-1-banks/study-data/part-1-measure-customer-satisfaction/)
- [Engagement indicator mean](https://akholi.com/outsourcing-2026-agentic-ai-tier-1-banks/study-data/part-1-measure-engagement-indicator-mean/)
- [Intent to leave](https://akholi.com/outsourcing-2026-agentic-ai-tier-1-banks/study-data/part-4-c019/)
- [part 2](https://akholi.com/outsourcing-2026-agentic-ai-tier-1-banks/part-2-five-failure-categories/)
- [C019](https://akholi.com/outsourcing-2026-agentic-ai-tier-1-banks/study-data/part-4-c019/)
- [C123](https://akholi.com/outsourcing-2026-agentic-ai-tier-1-banks/study-data/part-2-c123/)
- [C109](https://akholi.com/outsourcing-2026-agentic-ai-tier-1-banks/study-data/part-2-c109/)
- [C120](https://akholi.com/outsourcing-2026-agentic-ai-tier-1-banks/study-data/part-2-c120/)
- [C125](https://akholi.com/outsourcing-2026-agentic-ai-tier-1-banks/study-data/part-2-c125/)
- [C130](https://akholi.com/outsourcing-2026-agentic-ai-tier-1-banks/study-data/part-2-c130/)
- [C157](https://akholi.com/outsourcing-2026-agentic-ai-tier-1-banks/study-data/part-2-c157/)