Research conducted by ClientKnowledge has shown that there is a strong correlation
between wallet share and overall satisfaction. By targeting individual areas of a bank's
performance and correlating these against overall satisfaction, ClientKnowledge can
determine, which of these areas influence overall satisfaction and ultimately the share
of wallet achieved.


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This technique enables banks and intermediaries to identify factors that directly
affect wallet allocation from their clients. Instead of looking at the stated importance
of different factors, we are able to identify how sales, back office and infrastructure
ratings directly affect client buying behaviour across all top provider banks.

The line of best fit, which runs diagonally across the chart, is where a bank theoretically
wants to be positioned. Incremental units of investment lead to maximum returns in wallet
share for factor of high buying performance.