Metro Bank Speeds / Santander / Metro Bank / Lloyds Banking Group / Love Your Bank / UBS Investment Research / IPSOS / RBS / HBOS / Looking / J.D. Power and Associates / One Account Smile Co-operative Bank / Barclays / BS Cahoot Nationwide BS Tesco Bank Saga / Can Metro Bank Achieve / But Commercial Customers Too Metro Bank / HSBC / IT The Metro Bank / Bank of Scotland / Spencer Skipton BS Clydesdale Bank Sainsbury / Alliance & Leicester / Commerce Bank / Temenos Case Study Contents 01 02 / TSB / Temenos Case Study Consumer Trust / Helping Metro Bank / Lloyds TSB / The Customer Satisfaction Crisis Before / Royal Bank of Scotland Group / Welfare Have Suffered Because of High Levels / Abbey National / GB Retail Banking / Northern Rock / Satisfaction / Branch Banking / Booz Allen / /
Country
Netherlands / United Kingdom / Northern Ireland / United States / /
retail banks / basic banking services / financial products / sustainable banking system / recent banking crisis / retail network / bank bail-out / real-time view / complaints management / poor complaint management / start-up bank / Retail banking-specific research / high bank profitability / bank / sustainable banking sector / large banks / informed decisions about what products / retail banking customers / competition law / upgradable solution / retail customers / larger banks / wrong solution / retail banking / retail banking consumers / grown applications / retail banking sector / energy suppliers / account banking services / bank accounts / severe banking crisis / bank staff / retail and commercial banking / banking / retail banking market / big banks / online operation / /
Organization
principlesUK government / Recapitalisation Fund / Garden centres/florists Supermarkets Department / US Federal Reserve / US Federal Reserve Board / UK Institute / office of Fair Trading / First Direct One Account Smile Co-operative Bank Coventry BS Cahoot Nationwide BS Tesco Bank Saga Yorkshire BS Britannia Yorkshire Bank Egg Intelligent Financea HSBC Marks & Spencer Skipton BS Clydesdale Bank Sainsbury’s Finance Standard Life Bank Alliance / UK government / Competition Committee / Financial Services Authority / Banking Commission / Labour government / Competition Commission / Society Wants Change Society / Bank of England / /
Person
Greenspan / Anita Chakrabarty / Margaret Thatcher / Vernon Hill / Gordon Brown / Don Cruickshank / /
Position
model in the UK / Chancellor / Executive / Banker / Chancellor of the Exchequer / emperor / Chairman / Novel Model in the UK / /
Temenos case study - Metro Bank - Breaking the mould but breaking the melaise