Focusing on Service pays off

by Kevin Lynch 6. April 2010
The financial services industry has had a pretty rough couple of years, and 1st Mariner is no exception. Recognizing that we needed to get a better understanding of the relationship between us and our customers, we began phone surveys using the metric of the Net Promoter Score (NPS).  Developed by Fred Reichheld in 2003, NPS measures customer loyalty by asking one simple question, "How likely is it that you would recommend 1st Mariner Bank to a friend or&n... [More]

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