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Research papers

Using research to help keep good customers

This paper describes how Lloyds Bank tackled the issue of customer retention. The Bank used research to investigate the extent of defection due to dissatisfaction with the Bank and to explore the process leading from satisfaction to account closure....

Catalogue: Seminar 1994: Banking And Insurance- From Recession To Recovery
Authors: Kate Waterhouse, Ann Morgan
June 15, 1994
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Citation

Waterhouse and Morgan (1994a, June 15). Using research to help keep good customers. ANA - ESOMAR. Retrieved May 14, 2024, from


https://ana.esomar.org/documents/using-research-to-help-keep-good-customers