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 Categories

1.3.3 Review customer relationship approach
1.1.1 Customer performance/satisfaction measurement
1.3.1 Build customer relationships

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