In 2012, 9.6 percent of customers indicate that they switched their primary banking relationship during the past year. This is an increase from 8.7 percent in 2011 and 7.7 percent in 2010. According to the J.D. Power and Associates study,… more >
As banks look to increase fees, they need to ask themselves if the revenue is worth the potential impact on customer satisfaction. Prime Performance research shows that when customers believe their bank offers competitive fees, 96 percent of customers are… more >
The 2012 Temkin Experience Ratings show customers have become more satisfied with their recent interactions at banks. The Temkin Group report rates 206 companies across 18 industries. Sam’s Club and Publix Supermarkets took the top two spots, with “a credit… more >
It is important to make customers feel welcome as soon as they enter the branch. Customers who are greeted immediately feel more comfortable, find the wait time more acceptable and overall are more satisfied with their branch experience. Ninety five… more >
According to a new study from Accenture, in 2011, 27 percent of Retail Banking/Financial Service customers added another provider while staying with their current bank. This is a 3 percent increase from 2010. The report titled The New Realities of… more >
Nearly nine out of ten customers (86 percent) claim they will pay more for a better customer experience. This and other findings come from Right Now’s 2011 Customer Experience Impact Report: Getting to the Heart of the Consumer and Brand.… more >
In 2011, customer satisfaction with branch transactions improved significantly from 2010 (based on the Prime Performance Bank and Credit Union Satisfaction Survey). The industry-wide increase of five points in the net satisfaction score (the percent of satisfied customers minus the… more >
“New Year.” A time to wipe the slate clean. A new beginning. A time to think about ways to improve. A time for resolutions. We are not too far into the New Year to still consider resolutions. I recently found… more >
Teach employees to greet every customer with a smile whether in person or on the phone. Ask yourself: How would I greet someone I know and like? Then greet every customer that way. Hire employees that love working… more >
Was 2011 the beginning of a customer revolution? Are consumers beginning to flex their muscle and demand fair treatment? At the end of 2011, Verizon Wireless announced a $2 fee for paying your bill on-line. Because of customer backlash and… more >