Implementing the paradigm shift from satisfaction to loyalty

Standard Chartered Bank has over 500 locations around the world and employs over 30,000 staff. It created a new customer feedback survey to get customers to evaluate their experiences and identify ways in which the experience could be improved.

Implementing the Paradigm Shift From Satisfaction to Loyalty

T.R. RaoMarket Probe, Inc., United States.

Francis D'SouzaSales & Service Quality, Group Consumer Banking, Standard Chartered Bank, Singapore.

INTRODUCTION

There has been a lot of discussion...