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e people do not prefer Lloyds. There is no particular reason behind it. Only one issue that can researcher consider that is Lloyds Banking Group does not has a specific marketing strategy or any specific offer to attract those segmented customer. Lloyds marketing campaign is very general which is for every segment. But many others bank are giving extra facilities to those segmented customer to attract them. Lloyds Banking Group has to concentrate to competitively high and high income people segment. Lloyds has to implement a specific marketing campaign and offer some facilities to acquire those customers.

Section B showing that 36.5% of the Lloyds customers are believe that, their complaints may not be used to improve their service. Moreover 11% of customers strongly believe that, their complaints may not be used to improve their service. That indicates a large number of customers are not satisfied with the way Lloyds improving their services. Even 44.5% customers are saying that Lloyds does not have the ability to understand and clarify the specific need of customers. Therefore the survey is showing that lot of dissatisfactions is existing in large number of customers. Lloyds need to improve the performance on individual relationship.

Section ‘C' shows the customer value and customer loyalty of Lloyds Banking Group. According to this survey 60.5% customers are using only two products of Lloyds. And only 9% are using three products in addition to 5.5% and 2.5% customers are using four and five products accordingly. This picture does not fit with Lloyd's customer retention strategy. Lloyd's strategy is to establish a long term relationship with customers. It not feasible to maintain long term relationship with-out improves their up-selling and cross-selling performance. This can be also represented that the bank is unable to satisfy the wants and needs of the customers. The bank is far behind to full fill the expectation of the customers. At the end regarding customer value it can be said that the over all customer value of the bank is dissatisfied.

Regarding the recommendation of the bank, it showed a noticeable response. 84% of the respondent agreed that they would like to recommend this bank to the others. They showed that it had a best word of mouth response. While only 16% of the customers said that they will not recommend this bank to others. It is the advantages of the bank that it has a best recommendation. The customers' recommendation of the banks is showing possibility of a positive forth coming business result.

Regarding the consideration of Lloyds as primary bank, it showed a positive response. 58.5% of the respondent said that they consider Lloyds as primary bank while 41.5% customers said that they do not consider Lloyds as primary bank.

Section C shows that despite of low performance of bank on individual relationship with customers there are a high percentage of customers are considering Lloyds as their primary bank. It is a positive sign of customer loyalty.

Section D shows customer view towards Lloyd's communication with customers. The highest customers' percentages of 43.5% are strongly satisfied and 31.5% customers are satisfied with the frequenc本论文由英语论文网提供整理，提供论文代写，英语论文代写，代写论文，代写英语论文，代写留学生论文，代写英文论文，留学生论文代写相关核心关键词搜索。