How financial institutions can improve customer satisfaction scores

What's keeping customers from leaving your financial institution? Improve customer satisfaction scores and customer retention with five simple strategies.

Convenience is everywhere. Consumers are offered nearly real-time service (and next-day delivery) from Amazon, Doordash, and Google. And while expectations are rising for all industries (including financial services), not everyone is making the cut. Nearly 90% of financial institutions experience year-over-year loss on the American Customer Satisfaction Index.

Read on to discover what your financial institution can do to provide excellent service for your members and improve your client satisfaction scores now and in the future.

1. Be available for customer service

The expectations for quality customer service have never been higher. When financial institutions are difficult to reach due to limited hours or frustrating communication methods (phone calls, waiting on hold, making an in-person visit, etc.), satisfaction and retention rates are sure to plummet.


continue reading »