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Full report: A question of trust: the business impact of customer service in the finance sector (2013)

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Based on evidence in the UK Customer Satisfaction Index (UKCSI), the research focuses on the Retail banking and Insurance sectors.

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Description

Based on evidence in the UK Customer Satisfaction Index (UKCSI), the research focuses on the Retail banking and Insurance sectors. It shows that that customer satisfaction in the finance sector has not kept pace with customer satisfaction in the wider economy. The research examines the links between customer service, loyalty, recommendation and reputation. In a new era of competition and regulation, it also contains recommendations about what organisations need to do to realise the benefits associated with customer service.

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