XYZ is a large banking organisation. It has a branch in most of the regions in Australia. At a recent board meeting, the directors of the bank stated that they were concerned that the bank was losing customers to the competitors as they offer a much more friendly service, longer opening hours, internet banking and a diverse range of banking services. It has now been decided that the bank will pursue strategies to achieve the goal of being "the bank that people choose" and will use a balanced scorecard to monitor progress towards that goal. Required: Identify and justify two performance measures from non-financial perspectives of the balanced scorecard (a total of 6 measures) that the XYZ could use to measure the performance. Make sure your measures suit the specific operations of the business.