In order to increase the trust of the customers, we though implementing a feedback process would be a great idea. Given the profile of our targeted segments we know that most of them need first to trust the bank before becoming loyal to it. A feedback process would make them feel more important than in any other bank as they would feel like having an influence over the bank, which would therefore lead them to trust more Nagelmackers.

Given the fact that customers and bankers should have a quite strong relationship, a feedback received by bankers could improve their work and make it more efficient for both of them.