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» Products & Services » » Customer Service » Customer Service Measurement » Customer Satisfaction Management » Customer Needs

Customer Satisfaction Measurements in the Financial Services Industry

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ID: 4542

Features:

Metrics, Graphics

Pages/Slides: 24

Published: Pre-2020

Delivery Format: Online PDF Document

 

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Based on a survey of eight leading financial service organizations, this 20-page slide presentation examines how companies use and value customer satisfaction measurements. Key topic areas in this study include: customer information measures, feedback use, and information use success stories.

The study found that organizations measure the same satisfaction factors, however, great variation exists in the frequency with which different business units use customer information. For example, call centers use customer feedback far more than IT divisions.

Additionally, though companies tend to have a group of core customers, they also have vulnerability due to large percentages of at risk customers.

Companies can use this information to evaluate their customer satisfaction measurement process and to determine elements of comprehensive and effective customer satisfaction strategies. This information was collected from Best Practices, LLC Internet Benchmarking Exchange service.

Industries Profiled:
Financial Services; Insurance; Banking


Companies Profiled:
Wachovia; US Bank; Washington Mutual; JP Morgan Chase; Citigroup; MetLife; Bank of America; Bank One

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