First thing from BAI.  Bank advocacy is generally very low amongst our customers.

Speaking Thursday at BAI’s Retail Delivery Conference & Expo, IBM Banking Solutions Executive Scott Lieberman said IBM research found that just 24% of U.S. consumers are advocates for their banks, notwithstanding the industry’s widely touted improved customer satisfaction scores.

Lieberman defined advocates as customers who recommend their bank to others, are receptive to additional products and services and stay with their bank even when offered competitive products by other institutions.

Source:  Wanted Customer Advocates