Retail banks are viewed by customers as lagging behind other industries, such as retailers or telecom providers, in their levels of customer service. Now high street banks have to face up to the Vickers Report and its recommendation for making it easier to switch current accounts.

If banks are to avoid major customer churn they must take giant and rapid steps to improve customer service. Barrie Neill, retail banking consultant at SAS UK & Ireland, looks at why banks should improve services sooner rather than later.