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Digital journeysMarch 7 2005
Improve productivity to make the most of branch popularity
A survey by Booz Allen Hamilton shows that, in much of western Europe, the branch is still customers’ preferred interface with their banks. Ironically, it is often in the regions where the branch is most popular that customers are the most dissatisfied with service. And even more worryingly a second survey by Finalta shows that bank are making poor use of this communication channel. Stephen Timewell digests the data.
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