This site uses cookies. By continuing to browse the site you are agreeing to our use of cookies. Review our Privacy and Cookie Notice for more details.

Efficiency, Communication, and Problem Resolution

Share This Page:

Among customers who experience a problem with their retail bank, overall satisfaction is significantly lower than among customers who do not experience a problem (679 vs. 787, respectively, on a 1,000-point scale). Given the negative nature of interactions regarding problems, it may be extremely difficult to restore customer satisfaction and loyalty metrics to pre-problem levels.  Therefore, the ability to effectively resolve problems is vital in preventing further erosion in satisfaction levels, which may result in customer attrition. Learn about best practices for problem resolution.