Quality Banking Solutions and Expectations

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WHAT IS IT ABOUT?

Is customer service in banking related to the quality of relations? How can we improve expectation outcomes?

SKU: deae43d1-0007-4de4-ab19-3ce66d9611d6 Category: Tags: , , , , ,
Theme:
Available in: English, Dutch, French, German, Spanish
  • The Customer Service department that needs to maximize customer satisfaction.
  • The Quality Control team managers looking to improve customer relations.
  • The Relationship Manager interested in expanding customer relationships.
  • The Solutions Analyst searching for new ways to boost customer satisfaction.
  • The Expected Performance manager who seeks to optimize outcomes.
Banking Services
Assessing banking products and services

Relations Quality
Assessing customer service quality

Expectation Outcomes
Evaluating customer relationship expectations

As you can see, you're not asking your respondents for opinions, satisfaction or agreement. Our scientific research has shown that these are very bad fuel for algorithms. Instead, we ask for verifiable facts or -behaviour. For further reading, you can download our AMAIZE magazine dedicated to this topic or discover the scientific papers in the Resources section.

After you have downloaded this questionnaire, you can - in your Toolbox - edit, add/delete, and translate questions & answers to your liking. Clicking the "Help me PRAIORITIZE" buttons in the Toolbox activates our A.I. to help you finish your masterpiece..

Q. How do you measure usability?
  1. We don't measure usability.
  2. We measure based on our own experiences.
  3. We measure based on user feedback and usage data.

Q. What actions have you taken to improve responsiveness?
  1. We have not implemented anything yet.
  2. We have taken some initial steps such as having regular check-ins.
  3. We have implemented a formal communication process with SLAs.
The artificial intelligence creating the questionnaires for the store has been inspired by over 11.000 whitepapers from more than 100 noted consultancy firms. Algorithms selected the 20% best papers and grouped papers from different consultancy firms into specific questionnaires. Why settle for less? Here is a summary how we did it.

If you feel you need outside support after conducting your assessment, we recommend the firms that have written the below mentioned whitepapers. Not having a paper selected does NOT mean that a firm does not give good advice.
NAMETITLE PAPER
cognizanthealthy-data-that-means-reliable-defensible-accessible-codex4361.pdf
oxeraThe-risks-of-using-algorithms-in-business-demystifying-AI.pdf
kpmggx-careers-local-perspective-global-impact.pdf
bwbconsultingNTT2562.pdf
fticonsultingfti-consulting-gdpr-countdown-may-2018.pdf
boozallenfuture-of-enterprise-architecture.pdf
bcgThe_Infrastructure_Needs_of_the_Digital_Economy_Mar_2015_tcm9-61251.pdf
kpmggx-cons-tech-energy-efficient-memory-computing-sap-hana.pdf
You will download so much more than a set of questions and answers. This questionnaire contains everything for the full consultancy experience:
  • Respondent profiles for a helicopter view of your audience.
  • A maturity model with which algorithms calculate a six times smarter improvement target (compared to when you leave that to a human).
  • Improvement suggestions (per question) how to move from one answer to another
  • Suggested follow-on projects. After all, moving your organization from A to B might require more than just doing an assessment.
This English questionnaire is also available in Dutch, French, German, and Spanish.

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