Midsize Banks Are Crushing Giants in Long-Term Satisfaction

by Lou Farrace on May 3, 2024

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Prioritizing new customer satisfaction isn't just about short-term gains—it's about cultivating long-term loyalty and advocacy. While satisfaction remains steady for new customers across bank sizes, midsize banks see a notable uptick after three years.

Building Satisfaction Over Time

As customers become more tenured, they want their bank to make things easy for them, reduce “friction,” and find ways to add value to the relationship.

What is your bank doing to build satisfaction among newer customers?
How effective are you at helping your customers avoid “friction”?
What are you doing to add value to the relationship as customers become tenured?
What behaviors matter most to your customers? Are you prioritizing them correctly?