A RECENT SURVEY INDICATES THAT BANKS WIN HIGH MARKS FOR ACCURACY AND KNOWLEDGE BUT FAIL TO ACKNOWLEDGE THE IMPORTANCE OF CROSS-SELLING.

Customers reported that many tellers and bankers did not take extra measures assuring customer rapport. Two out of three customers indicated that tellers addressed them by their name, while 78% indicated the use of their name by a banker. Also, 68% of customers reported that the teller did not discuss any additional needs, while 53% said the banker did not discuss any additional needs, therefore limiting cross-sell potential.

(PRWEB) August 5, 2003 -- Customers reported that many tellers and bankers did not take extra measures assuring customer rapport. Two out of three customers indicated that tellers addressed them by their name, while 78% indicated the use of their name by a banker. Also, 68% of customers reported that the teller did not discuss any additional needs, while 53% said the banker did not discuss any additional needs, therefore limiting cross-sell potential.
The study reports that 96% of customers meeting with a teller indicated that the teller completely satisfied their needs and 94% stated that the teller gave them full attention. Concurrently, 94% of customers meeting with a banker said the banker completely satisfied their needs and 97% indicated that the banker gave them full attention.
Additionally, customers indicated that both bank tellers and bankers were knowledgeable, courteous, and handled the transaction accurately.

     Completely Satisfied                    Teller             Banker
Knowledge                          86%      81%         

Courtesy                          90%      88%      

Accuracy                          90%      84%

When asked, how satisfied are you overall with your bank?" 62% of customers indicated that they were completely satisfied. Most (84%) said that they are very likely to maintain their current accounts and 74% are very likely to recommend their bank to someone that they know.
In order to exceed customer expectations, a bank must compensate where other banks have failed. Exploring and satisfying customers additional needs, cross-selling appropriate products, developing a closer relationship with customers and improving customer rapport are the key ingredients necessary to make a significant impact on customer satisfaction.

About The Survey:

Barry Leeds and Associates conducted the study in June 2003 among consumers that visited a branch in the last 2 weeks. Consumers were selected at random and interviewed by telephone.

The survey is a module of Bankerpro.net the companys real time customer satisfaction measurement program that is designed to recognize and motivate world-class service.

Barry Leeds and Associates is a market research company that has been helping financial institutions improve their sales and service since 1977.

For more information about the survey please contact Paul Lubin at 212-889-5941.