Question

Topic: Customer Behavior

Survey:customer Loyalty In The U.s. Banking

Posted by Anonymous on 6/28/2008 at 1:12 PM ET 250 Points
Hi friends,

I'm a student and I need all of your help and support to complete my MBA program. For successful completion, I have to do a survey. Would you please fill out a survey on the U.S. banking customers? It is a short, anonymous survey and takes about 5-10 mins. I greatly appreciate your help. Following is the link to go to the page to take the survey.



https://www.surveymonkey.com/s.aspx?sm=_2bSu_2fpb4hqUVrG7WqLRmaGQ_3d_3d

Have a great day:)

Kind Regards,

Gayathri Babu.
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RESPONSES

  • Posted by michael on 6/28/2008 at 1:43 PM Accepted
    Nice and short.


    Good work

    Michael
  • Posted on 7/3/2008 at 12:06 AM Author
    Dear Michael,

    Thank you for taking the survey for me. It is very kind of you to take one. Your comment was very encouraging to know that it was nice and easy:) I greatly appreciate it.

    Since this survey is really important for me, please provide me with any suggestions or recommendations to make it a success. I definitely could use some tips that would help in interpreting the results. I have to evaluate customer's responses with the management's view on customer loyalty.

    Have a great 4th of July weekend:)

    Kind Regards,
    Gayathri Babu.
  • Posted by michael on 7/7/2008 at 12:12 PM Member
    Gayathri,

    Since it was such a short survey you won't have much problem interpreting the results.

    There are a lot of surveys (I fill out so many hotel surveys that it's rediculous) that require more analysis. Whenever we do them they are 2-3 questions.

    We once did an e-mail survey that require respondents to type YES or NO in the subject line. That's it. Response rate was huge and very helpful.

    One thing that will never change is the idea that the more products you have with a client, the harder it is for them to leave. Solomon said: A three-fold cord is not quickly broken. This is true in banking more than anywhere else.

    The way to move forward on that information is to have a sales promo to encourage front line people to offer additional products. The way NOT to do that is to GIVE customers products or sell without complete disclosure. That lack of disclosure was the final straw in my decision to leave Fifth Third Bank.

    Michael
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