Bain and Company, the home of Fred Reichheld and the repository of a generation’s worth of loyalty information and research, released a study that surveyed the key factors that determine customer loyalty in retail banking.
Customer loyalty in retail banking Americas 2011 was written by Gerard du Toit and Beth Johnson and surveyed nearly 97,000 account holders from banks across the US, Canada, Mexico and Brazil, conducting additional research with more than 5,100 bank customers to....