This paper reviews some of the key issues facing organisations that monitor customer satisfaction on a global basis. In particular, it investigates the banking sector and draws on the experience of global financial institutions in terms of designing a research methodology, implementing the survey elements in practice and incorporating the results into their organisation to improve overall customer service. Also considered is the link between staff and customer satisfaction as well as the key drivers of the employee scorecard.
Author: Mervyn Flack
February 1, 1985
- This could also be of interest