1. Citibank Case Study
One of the new metrics highlighted in the performance scorecard was customer satisfaction. ... • Customer Satisfaction: Emphasized long term association with customers using feedback gathered through surveys. ... Customer Satisfaction: Below Par Although, James identified improvement opportunities and substantially improved service scores by the end of the year, overall customer satisfaction is well below target satisfaction goals. ... Communicating the Decision to James According to Lisa, the evaluation could cause James to consider leaving the company, not even so much because of the r...
- Word Count: 1838
- Approx Pages: 7
- Grade Level: Undergraduate