Providing market research reports, industry analysis, company profiles and country reports for strategic planning, competitive intelligence, marketing and business research.
Search for Market Research Reports:    

Service Quality in Treasury Management: Who Is Keeping Score?

Published by: TowerGroup

Published: Mar. 27, 2006 - 12 Pages


Table of Contents


TowerGroup Take-Aways




Report Coverage




Background




The Culture of Service Quality




Forms of Service-Quality Measurement and Reporting

Industry Surveys: Measuring Up Against the Peers


Exhibit 1: Excerpt from KeyBank's Performance Report Card: Phoenix-Hecht Quality Index Results (2005)


Client-Generated Report Cards: Clients Keeping Score


Exhibit 2: Excerpts from Qualitative Scorecard Used for Bank/Client Discussions (2006)

Exhibit 3: Criteria/Categories for Client Satisfaction (2005)


Banks Measuring Service Quality: Self-Assessment Isn't Cheap or Easy


Exhibit 4: Sample Bank-Generated Scorecard: Service Delivery (2006)

Exhibit 5: Sample Bank-Generated Scorecard: Information & Statement Reporting Accuracy & Timeliness (2006)

Exhibit 6: Sample Bank-Generated Scorecard: Transaction-Level Quality, Throughput & Support (2006)


Service-Level Guarantees: Does Anybody Really Pay for Poor Service?

The Next Generation of Service Quality: Continuous Improvement




Summary

Abstract

In a highly commoditized marketplace such as the one facing providers of treasury or cash management services to corporations, superior service quality is the most important avenue for differentiation. A commitment to a culture of service quality, as measured by market share, industry surveys, and reputation, is characteristic of the most successful financial institutions providing treasury management services. Service-quality measurements take various forms: customer satisfaction surveys conducted by banks, bank-established service-level standards, individual customer scorecards, and third-party industry surveys. This TowerGroup Research Note examines the practices of United States-based financial institutions regarding measurement of service quality for treasury management services and examines ways that the reporting of quality measurements drives the behavior of both banks and clients.

Get Full Details About This Report >>
US: 800.298.5699
Int'l: +1.240.747.3093
Buy this Report
Price and Delivery Options
Search Inside Report


 

About MarketResearch.com
MarketResearch.com is an online aggregator selling over 160,000 market research reports, company profiles and country profiles from over 600 research firms. Our reports will provide you with the critical business and competitive intelligence you need for strategic planning and marketing research. Coverage includes the US, UK, Europe, Asia and global markets.

 

© MarketResearch.com 2009