Weak customer service hurts DBS Bank’s reputation and causes customers to flee to competitors, who are more respondent… … "Customer Service (DBS Bank)" will have a long-term negative impact on this entity, which subtracts from the entity's value. This qualitative factor will lead to an increase in costs. This statement will lead to a decrease in profits. "Customer Service (DBS Bank)" is a difficult qualitative factor to overcome, so the investment will have to spend a lot of time trying to overcome this issue.