Article/Insight

Efficiency, Communication, and Problem Resolution

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.

Industries we Service
Analyst Note | Improving the Consistency of Multi-Channel Interaction
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Analyst Note: Improving the Consistency of Multi-Channel
Analyst Note | Channel Usage Trends
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Analyst Note: Channel Usage Trends
Analyst Note | Midsize Banks Losing Ground in Retail Banking Satisfaction
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Analyst Note: Mid-size Banks

Define success

Establish your customer and employee-centric vision to ensure your ability to deliver. What are your company’s goals? No matter your goals, J.D. Power’s industry and CX experts can help determine the right steps for your brand to accelerate the rate of change in improving your customer experience.