Historically, banks have employed consumer satisfaction surveys to understand how well their products and services have been received by customers.
Apart from satisfaction, a good measure of customer delight is the quality of customer engagement, indicated by the nature of the interaction and the amount of business coming in. Beyond the prospect of direct revenue, a retail customer is a potential source of new household or corporate business. A delighted customer might also refer the bank to others and act as its brand ambassador. Other quantitative measures of delight include stickiness along with the profitability pattern; the latter is especially important because often, a customer may stay on with a bank for years without significantly increasing the volume of business.