The regional offices had a direct correlation with the highest customer satisfaction scores also having the highest gross profit!

FORBES: Do You Know Whether Your Customers Are Satisfied?

As a matter of fact, with 20 very similar regional offices (same customers, same union agreement, same costs, etc.) the highest performers in customer satisfaction scores also had the highest gross profit margins.

FORBES: Leverage Your Workforce - Improve Profits

Even BankBoston, one of the American banks with the highest customer take-up, has only around 10% online.

ECONOMIST: Smile, you��re on the net