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.