News

The worldwide survey of 90,000 retail customers concludes that attempts by banks to increase service quality and customer loyalty have not been successful. In particular the banks with big branch networks show weaknesses.



Key elements for success are:

Service quality is the deciding factor on the customer satisfaction and loyalty

banks with a high number of loyal customers are more successful and can refinance on more favourable terms.



For a summary in German, click here.



For the US survey report, click here.



More fore affiliates, see related article.