Lesson 2º








Client Satisfaction

A client's loyalty depends on three funamental factors:

1. Client Satisfaction. The satisfaction that the client feels with the bank service they receive. If a good service is offered, they will be a valuable client for years.

2. The exit barriers.The cost of changing financial entity can keep customers even thought they are not satisfied and they really want to change to another bank. Although the client is not very satisfied if he changes his financial entity it will not only incur a monetary cost, but also psychological and it will be time consuming. This way the client will probably remain a faithful client although somewhat forced.

3. The value perceived of the offers from the competition. The client evaluates our service by comparing it to the service offered by the competitors. The evaluation that we carry out on a bar depends on the options that we have of how we perceive the products and services of the rest of the bars.