Service Quality Strategic Review

Benefit from the transfer of proven best practices, support in action planning and accelerated improvement.

Finalta's Strategic Review supplements its benchmarking of performance metrics with an in-depth assessment of strategic priorities and capabilities, providing clients with action-oriented recommendations to implement change.

Our extensive knowledge of retail banking best practice across Europe enables us to offer proven solutions tailored to your bank's improvement priorities, using anonymised case studies. Our Service Quality Strategic Review tackles questions such as:

• What organisational structures allow effective customer experience delivery and improvement?

• How to move from satisfaction  measurement to experience measurement?

• How can internal variation in service be minimised?

• How is service managed across different distribution channels?

• How to ensure timely and effective complaints handling?

• How can process design and management be adapted to optimise the customer experience?

After helping to identify required actions, Finalta facilitates a workshop with the key client decision makers, using case studies to help determine how the bank can address identified issues. Through the workshop, the bank determines which solution will best meet its needs. Based on this, an action plan is agreed, detailing key tasks, timescales and responsibilities.

To find out more about Finalta's Service Quality Strategic Review, click here to contact us directly.