Global customer satisfaction monitoring - the banking sector experience

Alison Blair

This paper reviews some of the key issues facing organisations that monitor customer satisfaction on a global basis.

Global Customer Satisfaction Monitoring

The Banking Sector Experience

Alison BlairInternational Survey Unit, PricewaterhouseCoopers UK, Northern Ireland.

Customer retention is of primary importance to any organisation – keeping hold of customers, especially the profitable ones, is key to the success of their business. Similarly the ability to attract new customers is a critical determinant of growth and survival in an expanding global marketplace. The ability to retain and attract customers is driven by high levels of service and satisfaction across market and product lines. Organisations in not only the financial services sector face increasing competition and as such must be...

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