Internal Service Quality

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The mission statements of most banks focus on helping customers. In order to meet this goal, all support services departments (i.e., deposit operations, loan operations, human resources) within the institution must work harmoniously together. This ensures that the front line can concentrate on meeting the customers’ needs and delivering excellent service quality.

Every department’s responsibilities ultimately support the front line, thus the customer. Unfortunately, many departmental employees are so far removed that they don’t appreciate their contribution to the customer experience.

Regular internal service quality surveys help corporate staff recognize issues that thwart excellent customer service. As a result, management can coach interdepartmental employees on how to improve their performance, ultimately building brand ownership for the employee and establishing a consistent experience for the customer. Improving internal service quality will increase employee retention and customer satisfaction.

Institutions may conduct internal service quality surveys via their intranets. Data analysis differs based on the institution’s technological capabilities and staff available for reporting. The survey can either be downloaded and sent via intra-office mail to marketing for data input or the survey can be completed via the intranet for electronic download and analysis.

For more information on Internal Service Quality, contact us at (205) 251-6227 or research@bancography.com.