Five years into the financial crisis, consumers continue to feel high levels of stress about their personal financial situation. In a survey conducted in April of over 5,000 bank and credit union customers, 18 percent said they feel a high… more >
In April 2012, Prime Performance asked over 5,000 U.S. consumers to rate the reputation of business sectors. Each consumer was randomly asked to rate the reputation of 5 out of 34 sectors using a scale of 1 to 7 where… more >
Despite increasing dissatisfaction with fees, overall customer satisfaction is up slightly from 2011, according to the J.D. Power and Associates 2012 U.S. Retail Banking Satisfaction Study which was released last week. A one point increase in the J.D. Power satisfaction… more >
Vanguard leads other major investment call centers in client satisfaction according to the Prime Performance 2012 Investment Call Center Satisfaction Survey. Vanguard clients give the firm a Net Satisfaction Score of 81 percent, followed by Scottrade, 78 percent and Fidelity… more >
According to Novantas research, customer preferences, attitudes, and behaviors continue to shift away from branches into remote channels. The survey shows that customers have continued to move away from the branch as their primary channel for core service transactions (see… more >
The 2012 Temkin Loyalty Ratings show loyalty at banks is on the rise. The Temkin Group report rates 206 companies across 18 industries. Loyalty is based on three dimensions; likely to recommend, reluctance to switch and willingness to repurchase. Sam’s… more >
Knowledge is a threshold expectation held by customers, whether it is regarding products, services or solutions. The customer who receives a confident answer to their question develops trust in the bank’s ability to accurately manage their finances. Their experience, whether… more >
What triggers fascination, and how do companies, people, and ideas put those triggers to use? Fascinate: Your 7 Triggers to Persuasion and Captivation by Sally Hogshead explores why you are captivated by some people but not by others. The book… more >
In How to Win Friends and Influence People, Dale Carnegie wrote “Remember that a person’s name is to that person the sweetest and most important sound in any language.” This is as important today as it was when Carnegie penned… more >
Customers claim they are more satisfied with their interactions with bank and credit union call center representatives than in 2010 according to the 2011 Prime Performance Customer Experience with Call Center Representatives Survey. The results from this survey of 1,979… more >