Customer behaviour

Handelsbanken tops for customer service

Handelsbanken, the world’s fast-growing relationship bank is rated top for customer satisfaction for the third year running, in an independent survey of British banks’ personal and business customers. The 140-year-old universal bank emerged head and shoulders above its UK high street competitors, both for satisfaction and loyalty. This is a position Handelsbanken has enjoyed in […]

Bank customers vote with feet

Angry customers of the so called ‘big five’ High Street banks including Barclays and RBS/NatWest are voting with their feet – and their wallets – and inundating building societies, credit unions and ethical banking alternatives with current account applications. This comes as calls for banking reform grow with greater competition seen as a way to […]

How to increase customer wallet share

Ipsos Loyalty has launched a new research solution designed to help translate CRM systems into increased share of wallet and, ultimately, greater share of market. Aimed at helping executives understand the share of wallet dynamics in their businesses, Ipsos Loyalty launched the new 'Wallet Allocation Optimizer' (WAO) solution. The new product is the result of […]