Marketing news: sales efforts may be eroding service quality

The findings of a survey conducted by Barry Leeds & Associates, Inc. indicate that commercial banks made no gains in service quality since 1987, with courtesy, friendliness, and attitude declining as cross selling increased. In contrast, the survey found that savings & loan employees had sho...

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Bibliographic Details
Published in:ABA bank marketing 1989-09, Vol.21 (9), p.6
Main Author: Hawk, Kathleen
Format: Article
Language:English
Subjects:
Commercial banks
Consumer behavior
Cross selling
Customer Complaints
Customer relations
Customer Service Representatives
Financial institutions
Leeds, Barry
Polls & surveys
Quality of service
Raddon, Gary
Savings & loan associations
Service Quality
Tellers
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Summary:The findings of a survey conducted by Barry Leeds & Associates, Inc. indicate that commercial banks made no gains in service quality since 1987, with courtesy, friendliness, and attitude declining as cross selling increased. In contrast, the survey found that savings & loan employees had shown significant improvement. A report from the Raddon Financial Group reveals that 44% of respondents to a direct mail survey expressed dissatisfaction with the service at their financial institutions. However, Raddon research also shows that an institution's effective resolution of problems can result in closer consumer relationships.
ISSN:1539-7890
2332-9971