Multi-Channel Execution: Customer Satisfaction in a Hostile Environment
Boston, MA. July 29, 2010—With the rapid growth of online banking over the past decade, banks have started to measure the quality of the online experience from the customer’s perspective and are using this data to improve how well their solutions meet customer needs. As a result, customer satisfaction scores for online banking compare very favorably with other businesses and rank higher than the top 100 Online Retailers long considered the gold....