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Customer Satisfaction for Banking/Finance

Customer Satisfaction for Banking/Finance

Research & Marketing Strategies
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CASE STUDY Customer Satisfaction for Banking/Finance Background: Engaged to conduct customer satisfaction work among a bank’s customers, RMS designed a survey instrument to gather feedback on customers’ experiences in opening a new account or refinancing/opening a loan. From the research, the bank identified key improvement areas and factors. In particular, the amount of time a customer waited to see a representative, how customers perceive

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