Question: First State Bank offers a wide range of banking services

First State Bank offers a wide range of banking services, including checking accounts, certificates of deposit, loans, credit cards, and safety deposit boxes. Bank managers know that customer satisfaction has a direct impact on the bank's ability to retain customers and to persuade them to add accounts.

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Think of your experiences with your bank. What specific measures might bank managers monitor to gauge customer satisfaction and to link customer retention with account growth?


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  • CreatedFebruary 21, 2014
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