HBS: Citibank Case

a) Citi trust is correct in shifting from a stringently fiscal establish evaluation system to wizard that includes non-financial measures. Although the in the raw surgical process polish offcard includes a node gratification section, the current regularity of evaluating node service poorly designed and is inconsistent with a properly balanced plug-in. As it shortly stands, measuring customer contentment across all concern is too broad. The take of the patrons vary substantially and generic questions in the telephone interviews go away not suffice. Instead in that location should be questions geargond towards business enterprise customers and a contrastive set of questions for individual customers. It is detrimental to intumescence all customers into one set and assign a satisfaction rank based on the requirements of the entire group. The design of the exist system efficacy lead jam to partake in short-term actions which purify the customer serv ice rating. By focalisation all his efforts on improving the score, he may go wrong satisfaction items that are not currently measured in the rating system. This will be harmful to the Financial regularise classify and Citi stick in the long run. Bank of the States and surface Fargo, both competitors of Citibank, deal branches located less than a stop away from Jamess branch.

Since competitors are located most together the customer satisfaction score should take into broadside the fact that patrons are choosing to bank with Citibank over Bank of the States and Wells Fargo. The satisfaction scor e should be compared to an industry benchma! rk as well as to the scores of Bank of America and Wells Fargo. b) The current method acting of performance evaluation leaves epoch-making room for improvement. Since customer bases and banking patterns dissent considerably from branch to branch, Citibank should pursue a scorecard at the corporate level in addition to a scorecard at the individual bank branches. The corporate and specific bank branch scorecards should be align together....If you want to get a full essay, order it on our website: OrderCustomPaper.com

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