Insight Center

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The Value of Internal Benchmarks and Trending vs. External Benchmarks

<Recent analysis of a general customer loyalty survey for a community bank and telephone debrief of the results. This FI has conducted this survey five times since 2007. The survey includes three specific questions that are widely accepted as a good measure for customer loyalty: Overall satisfaction with the FI (Satisfaction), Likelihood to come to the FI for additional financial services (Loyalty), Likelihood to recommend the FI to others (Advocacy).