Customer Satisfaction Assessment for a Fortune 500 Financial Services Company

Problem: Year-to-year customer satisfaction results for our client's key corporate accounts were not improving.

Solutions: A Schmidt CS Customer Satisfaction Assessment delineated which performance attributes were differentiators, which were requisites and which were secondary factors. Drill down questions on differentiators provided actionable insights regarding problem areas. Report cards for relationship managers provided clear directions on additional training and coaching needs.

Result: Client customer satisfaction increased by 15%, exceeding the corporate goal.