Techniques for measuring customers’ satisfaction in Banks

Abstract

The major concern of banks today is to recover and maintain customer trust. Customers need to feel that banks are considering their best interests. Customers are seeking for easy and personalized information. They want to better understand their financial situation and to control it. They want to know both the benefits, as well as the risks. Clients want to work with banks that are concerned about them and about their personal goals. However, only an attractive offer of banks is not the key to success today if is not supported by a superior service culture, that can make notable differentiation in the market. Many banks all over the world are systematically measuring how well they treat customers, identifying the factors shaping satisfaction, and changing operations and marketing as a result. Wise banks measure customer satisfaction regularly because it is one key to customer retention.