Looking around at the competition, it's easy for the big banks to look at each other and set their internal customer satisfaction benchmarks in the 50% to 60% satisfaction range - as the top performing big bank (Wells Fargo) was given.

It's easy to assume that there's a "satisfaction ceiling" for banks -- maybe because of the general bad press of the industry or their fee structure. But the independents have show that satisfaction levels in the 80% or even 90% range are possible.  

Is your benchmarking setting a high enough standard for your company?