This survey was commissioned by Deloitte and conducted by TNS Polska between November 2011 and January 2012. The survey took the form of direct computer-supported questionnaires completed by a representative random group of banks’ customers in individual countries:
- Poland – 2,046 people aged over 15.
- The Czech Republic – 1,000 people over 15.
- Slovakia – 1,052 people over 18.
- Hungary – 1,200 people over 18.
- Romania – 1,118 people over 15.
The adopted method was TRI*M (Measure, Manage, Monitor), the objective of which is to describe relationships between the provider of products or services and their customers.
TRI*M is a holistic research programme which is used in the management of customer satisfaction and loyalty and control of the effect of introduced changes.
It provides information those factors that most affect satisfaction and loyalty. It identifies the areas of an organisation’s services and offer which do most to determine the share of loyal customers.