Five Factors Drive Satisfaction

Birch, Ray
May 2011
Credit Union Journal;5/16/2011, Vol. 15 Issue 19, p22
Trade Publication
The article focuses on the five key factors that drive bank customer satisfaction in the U.S. J.D. Power & Associates reveal on the capacity of the top performing banks to meet the Key Performance Indicators (KPIs) such as the live phone services and branch greeting. Moreover, the capacity of the bank to resolve problems has the biggest impact on the overall satisfaction.


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