In a response, Belfius denies that anyone who has a lot of money and calls customer service will be answered sooner than someone who has less money in the account. However, our research unit established this in its own sample. “It is not necessarily about rich customers, but mainly about customers who use multiple Belfius services,” says Véronique Goossens, chief economist at Belfius, in the Great Money Debate.
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Belfius responds to a test in which richer customers were more likely to be helped on the telephone: “Not necessarily richer, but more services”
