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Customer Satisfaction

Research Example Highlights

Banks with many offices present a real challenge to management. What is the best way to determine how well the branches are dealing with customers? Mystery shoppers are outdated, and the results are statistically invalid. The only satisfactory way to determine branch effectiveness is a continuous customer satisfaction survey, thus guaranteeing that you have your finger on the pulse of EVERY office.

CASE HISTORY: What's up at the Corporate Center office?

What's happening in Corporate Center isn't good -- they’re 52 points off the bank’s minimum acceptable score. Fortunately, the bank's management gets a heads-up in time to stop an erosion of customers. (Sidebar: when you take a second look at the chart, you can see that the entire bank has CSI troubles, but Corporate Center needs the most help.)