Abstract:

This survey was to form part of an Incentive Programme comprising all staff at all of the bank’s 260 branch offices throughout Sweden. Within this framework both selected economic key ratios and customer satisfaction are measured at branch office level. Our project was limited to the latter. The task was clearly defined: three times a year customer satisfaction is to be measured with a sample that is sufficiently large for breakdowns at branch office level. The aggregate data from these three measuring occasions forms the basis for bonus salaries at those branch offices that have attained their established customer satisfaction levels. Further, the total data bank is also to serve as a basis for more strategic analyses.