By Randy Saunders
Convergys recently surveyed 5,000 customers on their attitudes towards their primary bank, both before and after last summer’s economic downturn. While many companies struggle in the global recession, financial institutions find themselves especially challenged in the current environment.
The Convergys research report, “Recent Trends in Retail Banking,” finds that while nearly 22 percent of respondents hold banks responsible for current economic conditions, this attitude is not having a significant impact on customer loyalty; good customer service remains the most important factor.
Key findings from the research include:
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