A large retail bank found that despite clear direction from the executive that customer service was a top priority, customer attrition was increasing and sales of products remaining flat. Front line staff feedback showed they felt the Bank should focus more on customer service. How did this situation occur? What information was available to top management to understand what factors were influencing the perception and behaviour  of front line staff?


An independent review of the situation uncovered the issues and resulted in a bespoke training and communication programme for team leaders and key performance management and reward mechanisms being changed. The result was a 20% increase in customer loyalty in 3 months and all time high customer service scores. Sales are now increasing.

 We support top teams in understanding what needs to happen to turn plans into reality and can carry out an independent review highlighting ways to deliver superior performance. This critical information can be used to inform and support effective delivery of your organisations 2007 annual plan.

Details of our Rapid Response Review & Healthcheck here >>>