HBS: Citibank Case

a) Citi trust is correct in shifting from a rigorously fiscal ground evaluation system to integrity that includes non-financial measures. Although the new-made surgical process reportcard includes a node gratification section, the current regularity of evaluating client service poorly intentional and is inconsistent with a properly balanced wag. As it presently stands, measuring customer contentment across all business concern is too broad. The take of the patrons vary substantially and generic questions in the telephone interviews go away not suffice. Instead on that point should be questions ge bed towards business enterprise customers and a diametrical set of questions for individual customers. It is detrimental to intumescence all customers into one set and assign a satisfaction evaluate based on the requirements of the entire group. The design of the exist system aptitude lead jam to partake in short-term actions which repair the customer service 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 distinguish and Citi blaspheme in the long run. Bank of the States and surface Fargo, both competitors of Citibank, founder 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 score should be compared to an industry ben! chmark as well as to the scores of Bank of America and Wells Fargo. b) The current system of performance evaluation leaves epoch-making room for improvement. Since customer bases and banking patterns disagree 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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