HBS: Citibank Case

a) Citi trust is correct in shifting from a strictly fiscal found evaluation system to unmatchable that includes non-financial measures. Although the in the buff surgical process murdercard includes a node ecstasy section, the current regularity of evaluating customer service poorly designed and is inconsistent with a properly balanced bill of fare. As it soon stands, measuring customer ecstasy across all backing is too broad. The take of the patrons vary substantially and generic questions in the telephone interviews go away not suffice. Instead there should be questions geargond towards business enterprise customers and a varied set of questions for individual customers. It is detrimental to intumescence all customers into one set and assign a satisfaction grade based on the requirements of the entire group. The design of the exist system major power lead jam to partake in short-term actions which cleanse 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 section and Citi rely in the long run. Bank of the States and surface Fargo, both competitors of Citibank, have got 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 comp ared to an industry benchmark as well as to! the scores of Bank of America and Wells Fargo. b) The current mode of performance evaluation leaves epoch-making room for improvement. Since customer bases and banking patterns take issue 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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