Have Your Say About Your Bank

Press Release

FOR IMMEDIATE RELEASE:

CTMA New Zealand Ltd

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, this week, of CTMA's "My New Zealand Bank 2006" customer loyalty study.

Nowadays, most people have a bank account. In fact, for many it's quite difficult to get along without one! But how does this affect the way banks regard us?

- 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?

This year, banking customers throughout New Zealand are being invited to take part. All they need to do is to provide their feedback about their bank via the confidential online survey at:

www.feedback-direct.com/mybanknz/

Last year, the first of its kind to be conducted across an industry in New Zealand, the study presented participating banks with valuable insights into their relative strengths, specific opportunities for improvement and their relative position in the New Zealand retail banking industry. This year, the study will seek to identify where there have been any improvements.

The study isn't one of those obviously "score-chasing" marketing exercises. It actually lifts the lid on 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.

"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 will not be asked for any personally identifiable information.

CTMA New Zealand Ltd.

CTMA 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 the effectiveness of their customer relationship strategies.

ENDS

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