Protecting Main Street

Measuring the customer experience in interacting with financial institutions offering consumer credit, mortgage or bank loans is not only necessary to meet legal and regulatory concerns, it can also be useful for building ongoing relationships of trust. Lubin, with over thirty years of experience in financial services market research, outlines some key practices of self-testing, including mystery shopping, matched-pair testing, and consumer surveys. The presence of discrimination affecting fair lending practices can also be important to discover and thus receives a good amount of attention. Overall, this is a useful guide to moving out of the too common practice of selling complex products that are difficult to understand with attention given only to short-term customer satisfaction. Annotation 穢2010 Book News, Inc., Portland, OR (booknews.com)