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Not New, Still Relevant.  Consumers Want Good Service From Their Bank

While customers are accessing their bank accounts through numerous channels, one thing remains clear. Consumers want good customer service from their banks.  Whether the customer steps into a branch or accesses their account from their mobile device, customers expect a good experience. The NGDATA’s 2017 Consumer Banking Survey* of more than 1,500 U.S. consumers assessed their […]

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Customer Satisfaction vs Customer Loyalty

This is an interesting article about the difference between customer satisfaction and customer loyalty and how to measure and increase loyalty. The author makes a good case for the difference in the two concepts and the critical importance of understanding and improving customer loyalty. They recommend Net Promoter Score coupled with retention measures to gauge […]

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Is your Customer Experience Measurement Program Delivering a Profitable ROI?

Is your Customer Experience Measurement Program Delivering a Profitable ROI? It’s no secret that satisfied customers are essential for business success. That’s why organizations invest in programs to gather feedback and measure customer experience. However, the way these programs are constructed and managed makes a big difference in the attainable outcomes. These questions will help […]

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Utility Customer Satisfaction Reaches New High But Customers Expect More

This is one of many surveys in the utility space where there is a recurring response.  Customers want more than service delivery, they want to believe in and trust the service provider will keep them safe and secure and provide more efficient and innovative solutions. This revelation is occurring not only in the utility industry […]

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