Mktg308 Week 4
MKTG308 CUSTOMER RELATIONSHIP MANAGEMENT
TUTORIAL 3 - CONSUMER BEHAVIOUR 2
WEEK 4 (Week Commencing Monday 18th March)
Discussion Topic/Questions:
All students should formulate a written response to these discussion questions although submission of these question answers is not required.
Consider the following article:
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NAB and CBA trump rivals in Satisfaction
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Date: December 17, 2012
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The big four banks managed to slightly improve their customer satisfaction rankings last month, although ratings are expected to come under pressure following the decision by most to hold back some of the December cash rate cut.
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Latest figures from Roy Morgan Research show the bank sector as a whole was again winning over customers after the closely watched satisfaction rankings took a negative turn earlier this year on the back of mortgage rate pricing.
-------------------------------------------------
The figures for November don't take into account the latest round of rate cuts, where each of the majors held back some of the Reserve Bank's 0.25 percentage point cut.
-------------------------------------------------
Even so, they show NAB and Commonwealth Bank — which for years lagged in customer satisfaction — have finally turned the tables on their rivals.
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NAB remains on top with a rating of 80.5 per cent, but gains were hard to come by with the bank up just 0.1 percentage points in November. CBA added a further 0.4 percentage points to come in at 79.5 per cent.
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Westpac was ranked third at 77.1 per cent (up 0.3 percentage points) while ANZ had the biggest lift for the month with 0.6 percentage points, but still lags rivals at 75.7 per cent.
TUTORIAL 3 - CONSUMER BEHAVIOUR 2
WEEK 4 (Week Commencing Monday 18th March)
Discussion Topic/Questions:
All students should formulate a written response to these discussion questions although submission of these question answers is not required.
Consider the following article:
-------------------------------------------------
NAB and CBA trump rivals in Satisfaction
-------------------------------------------------
Date: December 17, 2012
-------------------------------------------------
The big four banks managed to slightly improve their customer satisfaction rankings last month, although ratings are expected to come under pressure following the decision by most to hold back some of the December cash rate cut.
-------------------------------------------------
Latest figures from Roy Morgan Research show the bank sector as a whole was again winning over customers after the closely watched satisfaction rankings took a negative turn earlier this year on the back of mortgage rate pricing.
-------------------------------------------------
The figures for November don't take into account the latest round of rate cuts, where each of the majors held back some of the Reserve Bank's 0.25 percentage point cut.
-------------------------------------------------
Even so, they show NAB and Commonwealth Bank — which for years lagged in customer satisfaction — have finally turned the tables on their rivals.
-------------------------------------------------
NAB remains on top with a rating of 80.5 per cent, but gains were hard to come by with the bank up just 0.1 percentage points in November. CBA added a further 0.4 percentage points to come in at 79.5 per cent.
-------------------------------------------------
Westpac was ranked third at 77.1 per cent (up 0.3 percentage points) while ANZ had the biggest lift for the month with 0.6 percentage points, but still lags rivals at 75.7 per cent.