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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