Here is a highly useful test for every Bank.  In this post Don speaks of a Gartner presentation, that talks about the ineffectiveness of most CRM systems implementation in not collecting, analysing and forming conclusions on customer feedback.  He makes the additional point that the time to start is now, and that it will never get easier. 

Thompson’s message was that what we should be doing, to get hold of this monster now, is inventorying all the possible sources of customer feedback at our firm. He said that a Fortune 500 company might have as many as 200 different sources of customer feedback, ranging from different types of actual market research to inbound emails, over-the-transom comments and complaints, and sales meetings. We’d suggest adding a feature to that inventory. For every form of customer feedback or input, try applying a rating for (a) the cost-efficiency with which it is accurately captured, and (b) the effectiveness with which your company actually uses that feedback.

Source: The Marketing Consortium : Capturing Customer Feedback

So this simple test might look like this, with a few inputs that spring to mind:

Feedback Source	Is it used today?	Effectiveness of use of feedback today?	Cost & ease of access to this feedback
email	Yes/ no	How and where is it used?	How hard to collect
customer web requests			Is their a database?
telephone conversations			Does it require speech to text?
branch service requests			Do we have text analysis software?
complaint letters