Customer Management: the case of BPPB

Customer Satisfaction Management (CSM) is a strategic lever through which it have the optimization of bank profit. When the customer is satisfied with the services and products that the bank offers hardly look for another bank: this is the customer loyalty. In this paper, we will to determine the level of customer loyalty through the statistical methodology called Survival Analysis. In this way the different types of clients (more loyal and less loyal) will be distinguished, trying to find the causes of little loyalty. Also the MiFID questionnaire will be investigated; indeed, the goal of this questionnaire is to identify the experience, the competence and the client's risk profile, but not always its questions can reach the desired results. This paper aims to identify the most significant and discriminating items in the MiFID questionnaire, treating them by using weights in order to improve results.