Are You Being Served? – Service performance in financial services

Situation:
Competition in the retail financial services industry is intense, and getting more so with the proliferation of technology enabling consumers to bank anywhere, anytime. Our client wanted to ensure that their branches were delivering superior customer service to meet the competitive challenges in the marketplace.

Our approach:
We designed and implemented a service assessment program to review the performance of customer service representatives at each branch. The final analysis detailed the specific areas of strength and areas for improvement on a branch-by-branch basis.