News & Views - Savantor

Life of surprises

Tuesday, 15 November 2011

Do you know who the world’s biggest manufacturer of car tyres is?  Michelin?  Dunlop?  No it’s Lego.  Which I suppose when there are enough Lego pieces in the world for everyone on the planet to have 53 pieces each maybe isn’t so surprising but it wasn’t the answer I was expecting.  Nor was I expecting the results of new research to show that banks lead the way when it comes to feelings of customer loyalty.  Given that they have been public enemy No 1 for the past 3 years I wouldn’t have expected any customers to have feelings of loyalty at all. 

The research, carried out by research company Ipsos MORI in partnership with The Logic Group, is the third annual study into customer loyalty. Surveying over 2,000 adults across Great Britain, this year's survey also included, for the first time, online social listening/web sensing, and online discussion groups to explore loyalty in 2011.  For the third consecutive year, the same three sectors emerged as leaders in customer loyalty.

  • Banks/Building societies (66%) lead the way with two-thirds of the general public saying that they feel loyal to a business or organisation operating in this sector.
  • Supermarkets (60%) follow just behind, with three-in-five saying they are a loyal customer.
  • Finally, half of the general public say the same of Mobile Phone companies (52%).

Earlier in the year there was a lot of fuss in the media both positive and negative about Square’s mobile payment solution.  One of their competitors was particularly scathing about the supposed lack of security in Square’s product.  Well now it seems that they are not doing too badly as in the last year Square has apparently shipped out 800,000 card readers, and just recently passed processing $10 million dollars a day in payments. They are currently processing $2 billion in transactions annually.  Also Richard Branson has become one of their investors and he usually knows what he’s doing.

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Ricardo Gomez, Director, Operations & Technology - WiZink Bank – Spain & Portugal

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