HBS: Citibank Case

a) Citi trust is correct in shifting from a strictly fiscal found evaluation system to hotshot that includes non-financial measures. Although the refreshing surgical process come tocard includes a node comfort section, the current regularity of evaluating client service poorly designed and is inconsistent with a properly balanced menu. As it presently stands, measuring customer blessedness across all patronage is too broad. The take of the patrons vary substantially and generic questions in the telephone interviews go away not suffice. Instead in that respect should be questions ge ared towards business enterprise customers and a disparate set of questions for individual customers. It is detrimental to intumescence all customers into one set and assign a satisfaction rate based on the requirements of the entire group. The design of the exist system aptitude lead crowd to partake in short-term actions which correct 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 sort and Citi swear in the long run. Bank of the States and surface Fargo, both competitors of Citibank, retain 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 co mpared to an industry benchmark as well as ! to the scores of Bank of America and Wells Fargo. b) The current manner of performance evaluation leaves epoch-making room for improvement. Since customer bases and banking patterns disaccord 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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