Service Quality

Finalta works with retail banks across Europe to develop the best service delivery and customer experience from strategic objectives through to operational delivery.

We help our clients prioritise change, by evaluating their performance against the major drivers of service quality and identifying the actions that will deliver them greatest business benefits.

Finalta's analytical framework covers the key drivers of service quality success:

• Service strategy and organisation;

• Service / customer experience measurement;

• Branch service delivery;

• Multichannel service delivery;

• Complaints handling; and

• Process design and management.

Clients can choose from three service options depending on the desired level of insight: Benchmarking Study, Strategic Review and Retail Banking Excellence Programme.

Results are highly practical and actionable. Results are highly practical and actionable. Find out how Finalta helped a mid-sized Northern European bank increase customer satisfaction by 8%, by reading our Sample Clients Results.

To find out more, click here to contact us directly.