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.
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.
Wherever in the world you go, waiting in line can be one of the least enjoyable parts of your visit. Be it bank, supermarkets, hospitals or any other public area, no one likes to spend their time waiting in long queues as it is not only frustrating but also time consuming.
A sample of 50.000 tweets has shown that 85% of people express some sort of complaint about the organisation or company where they are going through the frustrating, time- consuming experience of queuing.