Speaking of 30 or 40 years is extremely significant in the life span of any person, but this does not apply as significantly when we deal with the life span of an organization, company or public institution.
In some countries, banks made progress in earning customers’ loyalty during 2013, as indicated by a rising Net Promoter ScoreSM (NPS®). But Bain analysis shows that they are far from exploiting the full potential of that loyalty.
Even though it is a fact that The Internet has provided users with the comfort of carrying out hundreds of procedures online that in the past were exclusively achieved in person, there are others whose actual face to face completion will continue unaltered for many years, either because there is no other way to fulfill them or because they will be the preferred choice for many users.
Customer feedback is mostly associated with satisfaction or service quality surveys; however, this outlook places the emphasis on costs rather than on the real benefits of knowing consumers’ opinions, so getting rid of past paradigms becomes the first step to take.