Most senior executives of financial services companies think customers are dissatisfied with their service, a study suggests.

Nearly 63% of those executives polled by Computer Sciences Corp.'s consulting unit said they think customers are not content with their companies' service capabilities, according to the study. And nearly 93% said excellent customer service will help differentiate their companies from competitors. Such attitudes are leading institutions to make tremendous investments in technology, said Peter Hay, a partner in CSC Financial Services of Waltham, Mass.

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