I don’t know if I understand the results of this Survey completely. From what I have read from an article at the Houston Business Journal Business Banking is all about customer service. At least this is what the article is conveying. I believe that the article states to the reader in thinking that customer experience is one of the main variables in improving the bottom line for a business bank. This is interesting considering that so many transactions occur online with business banking and PDA transactions. I cannot argue with the fact that 6500 businesses participated in the survey, but honestly, did this survey really disclose anything proprietary? Most industries rely on some sort of relationship. We used to call these relationships sales, but now we tend to outsource them as a customer service function. At best, I think that this survey could lead the few banks still around to create a larger sales force and drop the centralized call center. The concept of the user “experience” is important to consider when planning your new venture, because it generates goodwill. Over time, if your company becomes large and successful, the goodwill can actually become capitalized on the balance sheet and add hefty premium when you decide to sell your company and retire to the Bahamas.