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Improving
Customer and Employee Satisfaction at a Top 10 Commercial Bank
A top 10 commercial bank had accumulated an enormous amount
of data about employee and customer satisfaction but required
assistance in analyzing this information. At issue: How to manage
for improved customer and employee satisfaction? And, most important,
how do customer and employee satisfaction affect the bank's
bottom line?
Action: Integral analyzed
the many forms of employee satisfaction data and suggested which
issues were most important. Next, we determined the customer
satisfaction and sales impact of the level of employee satisfaction.
We then calculated the economic costs and opportunities associated
with employee satisfaction. Our final step was recommending
management approaches to best realize these opportunities.
Results: In the course of
this assignment, Integral identified significant performance
improvement opportunities. We estimated approximately $10 million
in annual value increases from increasing employee satisfaction.
And we helped the bank establish a management process by which
bank employees and managers developed recommendations for improving
employee satisfaction-which relate to bottom-line results and
shareholder value.
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