Question 21
Given below are the customer satisfaction study results of two banks. Which bank is likely to have better consumer retention?
| Bank A | Bank B | |
|---|---|---|
| Satisfaction mean score (scale 1 to 5) | 3.9 | 4.2 |
| NPS | +18 | +19 |
| Mean score of Willingness to continue with the brand (scale 1 to 5) | 4.1 | 4.2 |
| Satisfaction mean score on responsiveness | 4.0 | 4.0 |
| Satisfaction on timeliness of documentation | 4.1 | 4.0 |
Bank A
Bank B