Customer experience influenced by respect and helpful service
An online survey by the Allegiance Pulse of America examined retail banking and received 500 responses from individual bank cheque account holders. The study found that only 26% of banking customers thought their bank's services were the best compared with others. The study identified the key drivers that affected customer behaviour as follows: 1. Helpful Service. 2. Clear Communications. 3. Personal Connection. 4. Respect....
BPIR Categories1.3.3 Review customer relationship approach
1.1.1 Customer performance/satisfaction measurement
1.3.1 Build customer relationships