It's one thing to review sales practices, and another to act on the feedback you find.

Unfortunately, with short-sighted investors and shareholders constantly baying for more profits, quarter-over-quarter with no end, the banks have lost sight of their long-term benefits.

Hint: you can only squeeze your customers so much before they go elsewhere (i.e. a credit union, or an alternative bank like Tangerine). Simply put, the way the banks currently evaluate and reward employees, encourages behaviour which is diametrically-opposed to the bank's publicly-espoused values of being "client-focused"