Questions:

1. Using the four exhibits (EX-1, EX-2, EX-3, and EX-4) that have been provided:

(a)  What drives customer satisfaction and business performance at the National Choice Bank?  (10 marks)

(b)  What recommendations would you give the National Choice Bank to help improve its performance? (5 marks)

2. What is your evaluation of the applicability of the High Performance Model in this case? (10 marks)

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