The revelations in this book are critical to protect the customer experience and to repair public sentiment and confidence in the financial service markets.”
Sterling A. Bone, Ph.D., Marriott School of Management, Brigham Young University

Unlike other books which focus solely on the business or profit aspects of measuring the customer experience, this book concentrates on the benefits to the consumer as well as the company or financial institution. It details methods used to measure the customer experience and detect misleading sales practices, such as unfair treatment and discrimination in the financial services market place.