Retaining customer satisfaction in turbulent times
Abstract
Purpose
This paper aims to provide an insight into the actions required by trust officers to improve customer satisfaction during a time of difficult economic and regulatory conditions.
Design/methodology/approach
A total of 96 bank trust officers located in the USA were surveyed using a mail questionnaire.
Findings
Increased compliance regulation and financial industry problems during 2008 and 2009 have had only a minor negative impact on customer satisfaction. Success in maintaining satisfaction levels has come from customer‐focused corrective actions including more frequent customer meetings, improved electronic/print mail communications and the provision of more friendly financial information.
Practical implications
The paper makes three recommendations to senior managers to help them maintain customer satisfaction: 1, continue to focus on the basics of customer focus; 2, use existing and emergent technology to provide customer friendly support; and 3, constantly review and update the financial value proposition offered to customers.
Originality/value
The study provides insight into the issues of customer satisfaction in the current difficult economic and regulatory climate.
Keywords
Citation
Fram, E.H. and McCarthy, M.S. (2011), "Retaining customer satisfaction in turbulent times", International Journal of Bank Marketing, Vol. 29 No. 7, pp. 555-562. https://doi.org/10.1108/02652321111177821
Publisher
:Emerald Group Publishing Limited
Copyright © 2011, Emerald Group Publishing Limited