Feb; 2005 reports on the results achieved by Bank of America in improving customer satisfaction and customer loyalty by listening to the voice of the...

Feb; 2005 reports on the results achieved by Bank of America in improving customer satisfaction and customer loyalty by listening to the voice of the customer. A key measure of customer satisfaction is the response of a scale from 1-10 to the question: considering all the business you do with B. of American. What is your overall satisfaction with B of A.