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Have Your Say About Your Bank

Have Your Say About Your Bank

A chance for New Zealand banking customers to voice their views about their bank comes around again this year with the launch of CTMA's fourth annual study of service quality and customer advocacy in New Zealand retail banks – “My New Zealand Bank 2008”.

2008 raised many concerns with the banking industry around the world. For most people, having access to an easy and reliable banking service has become a necessary part of our lives. In fact, for many it's quite difficult to get along without one!

But how does this affect the way banks regard us, their customers?

• Are they keen for our business and serve us well – or do they take us for granted?
• Are they efficient and helpful – or could they improve?

Banking customers throughout New Zealand are being invited to take part in the study again this year.

All they need to do is provide their feedback about their bank via the confidential online survey at:

This unique study has been presenting participating banks with valuable insights into their relative strengths, specific opportunities for improvement and their relative position in the New Zealand retail banking industry.

The study isn't one of those obviously "score-chasing" marketing exercises. It actually exposes the difficulties customers encounter in their relationship with their bank. Firstly, it asks if the customer has experienced any problems with their bank in the past year. If they have, it asks if they complained, and if they did, how well the bank responded.

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"It sounds simple", claims Paul Linnell, CTMA's Managing Director, "but there has to be 'trust' at the core of any customer relationship - trust that if something goes wrong, the company is ready and willing to put it right."

The study concludes with a general overview of where customers see the strengths and weaknesses of their bank. It is completely confidential and customers are never asked for any personally identifiable information.


CTMA New Zealand Ltd. is a service quality improvement firm that provides a range of consulting and research services to help organisations build loyalty and advocacy by improving customer experience. In addition to its client-specific services, CTMA conducts customer service benchmarking and best-practice studies to help public and private sector organisations improve service to customers and the effectiveness of their customer relationship strategies.


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