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Customer Service Lost And Forgotten In The Dust Of Bank Mergers

Thursday, May 30, 2013 - 7:32 AM
In a national study conducted by The MSR Group, one quarter of all retail banking consumers report they have experienced a bank merger or acquisition within the past three years. 15% of these customers chose to leave their bank after the merger. Among customers who left, 42% perceived the customer experience after the merger to be worse. Even among customers who stayed with their bank after the merger or acquisition, 12% say the service is worse. This group continues to be at risk of leaving.

Customer Service Lost and Forgotten in The Dust of Bank Mergers | The Financial Brand: Marketing Insights for Banks & Credit Unions
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ShorebreakShorebreak2,365 posts since
Apr 6, 2010
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