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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.

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