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Business Performance & Customer Opinion

 

U.K. Targets     UNITED KINGDOM    

Handbooks

 

Banks & Financial Institutions

This Handbook gives specific survey and other information on the named Company and Branch and includes data on the Branch's Customers (Private / Commercial / Institutional), Products & Services, Competitors and Competitive Situation, Comparison with other company branches and the Branch's Operational and Commercial Performance. The data is given in tabular and numeric form and comprises of some 320 pages.

 

1. Comparative data on the branch's main competitors in the area. (a / b / c / d / e)

This section analyses the named branch's performance with that of up to 15 main NAMED competitors.

2. Comparison of the branch's Performance in comparison to other company branches. Comparative Regional data for Products & Services. (a / b / c / d)

This section analyses the named branch with up to 15 other company branches and/or with comparative regional data.

3. Commercial Performance data on the branch's most important operational activities. (a / b / c / d)

Money Transmission - Cheque Clearing - Lending Operations - Deposit Operations - Payment Cards - Electronic Fund Transfer - Notes & Coin - Cash Dispensers + ATM - Advances + Overdraft Handling - Private Account Handling - Professional + Service Account Handling - Commercial Account Handling - Institutional Account Handling - Treasury operations - Stock / Bond / Share Handling - Bad Debt Handling - Paper Items: General Debit / Town Clearing - Automated Items: Direct Debit / Standing Order / Mandates - Paper Items: Inter-branch / Inter-bank - Automated Items: Inter-branch / Inter-bank - CHAPS - Personal Loans + Mortgages - Commercial Loans + Finance.

4. Customer Opinion data on the branch's most important products and services. (a / b / c / d)

Personal Deposits: Current Account / Deposit Account / High Interest Account / Cash Management - Personal Loans: Agreed Overdrafts / Personal Loans / Property Loans / Business Loans - Personal Financial Services: Payment Cards / Insurance / Shares + Bonds / Trust + Tax / ATM / Travel + Overseas - Personal Branch Services: Paying-In / Withdrawals / Information + Enquiries / Advice + Counselling - Professional + Trade Deposits: Current Account / Deposit Account / Cash Management / Treasury - Professional + Trade Loans: Agreed Overdrafts / Short-Term Loans / Long-Term Loans / Secured Loans - Professional + Trade Financial Services: Card Services / Discounting / Investment / Financing / Leasing / Overseas - Professional + Trade Branch Services: Paying-In + Cash / Withdrawals + Cash / Information + Data / Payment / Credit - Commercial + Industrial Deposits: Current Account / Deposit Account / Cash Management / Treasury - Commercial + Industrial Loans: Agreed Overdrafts / Short-Term Loans / Long-Term Loans / Secured Loans - Commercial + Industrial Financial Services: Card Services / Discounting / Investment / Financing / Leasing / Overseas - Commercial + Industrial Branch Services: Paying-In + Cash / Withdrawals + Cash / Information + Data / Payment / Credit - Institutional Deposits: Current Account / Deposit Account / Cash Management / Treasury - Institutional Loans: Short-Term Loans / Long-Term & Secured Loans - Investment & Fund Management / Merchant Banking / Credit Guarantees / Project - Business - Venture Capital

5. Branch Staff Perceptions of the company. (e)

 

6. Abuse of Position

Firms which abuse their position in the market or which use their position to gain an unfair or immoral advantage are covered in this section.

 

The above data is given as a matrix with EACH of the items (a) - (e) listed below.

a) PRIVATE CUSTOMERS: Satisfaction with branch service quality; Satisfaction with service availability; Satisfaction with existing branch services; Satisfaction with existing branch; Satisfaction with branch's customer handling; Satisfaction with customer contact; Satisfaction with existing methods of service supply or distribution of banking products; Satisfaction with branch's terms of trading; Satisfaction with branch's documentation; Reaction to branch p.o.s. and merchandising; Reaction to branch advertising and promotion.

b) COMMERCIAL CUSTOMERS: Satisfaction with service quality; Satisfaction with service availability; Satisfaction with existing services; Satisfaction with existing branch; Satisfaction with customer handling; Satisfaction with customer contact; Satisfaction with existing methods of service supply or distribution of banking products; Satisfaction with terms of trading; Satisfaction with documentation & print; Reaction to sales promotion activity.

c) COMMERCIAL DECISION MAKERS: Person/s deciding if branch is used. Person/s initiating decision to increase levels of business. Person/s initiating decision to introduce new bank products or services. Person/s deciding what products / services are to be used. Person/s evaluating banking business needs. Person/s evaluating banks + services available. Person/s surveying or vetting banks. Person/s approving / authorising transactions. Person/s negotiating terms with bank. Person/s evaluating bank services costs. Person/s evaluating banks / services / products available. Person/s preparing specifications for services used. Person/s deciding if services are appropriate. Person/s setting or altering levels of business. Person/s making decisions to use particular bank/s. Person/s monitoring results of services purchased.

d) PRIVATE + COMMERCIAL CUSTOMER OPINIONS: Customer Confidence: Managers + Branch + Specialist Staff/ Documentation/ Advertising. Reputation: Company + Branch Level/ Managers + Branch + Specialist Staff. Staff Efficiency: Company + Branch Level/ Managers + Branch + Specialist Staff/ Documentation/ Problem Solving. Staff Performance: Company + Branch Level/ Managers + Branch + Specialist Staff/ Documentation/ Customer Handling. Staff Integrity: Company + Branch Level/ Managers + Branch + Specialist Staff. Truth & Honesty: Company + Branch Level/ Managers + Branch + Specialist Staff/ Advertising & Promotions. Written Communications: Company + Branch Level/ Managers + Branch + Specialist Staff/ Contractual. Verbal Contact: Managers + Branch + Specialist Staff. Customer Handling: Company + Branch Level/ Managers + Branch + Specialist Staff. Customer Complaint Handling: Company + Branch Level/ Managers + Branch + Specialist Staff. Customer Problem Solving: Managers + Branch + Specialist Staff. Staff Comprehension of Product: Branch + Specialist Staff. Customer Awareness: Company + Branch Level. Staff Awareness: Branch + Specialist Staff. Customer Product Confidence: Company + Branch Level. Customer Service: Company + Branch Level/ Managers + Branch + Specialist Staff/ Documentation. Initial Customer Response: Company + Branch Level/ Branch + Specialist Staff. Information for Customers: Company + Branch Level/ Managers + Branch + Specialist Staff. Promotional Activity: Company + Branch Level. Advertising Posture: Company + Branch Level. Documentation: Company + Branch Level. Customer Confidence: Branch + Company Level. Credibility: Advertising/ Documentation/ Specialist + Branch Staff + Managers/ Branch + Company Level.

e) BANK BRANCH STAFF SURVEYS: Reactions to bank's advertising and sales promotion. Satisfaction with existing POS materials + products. Satisfaction with existing back-up + supplies. Satisfaction with existing methods of POS + supplies delivery & distribution. Satisfaction with supplies' stock levels. Satisfaction with availability of supplies. Satisfaction with quality & specifications of supplies. Satisfaction with supplies deliveries / frequency & up-take. Satisfaction with supplies ordering procedures. Satisfaction with suppliers' assistance received. Satisfaction with suppliers' technical documentation / instructions. Satisfaction with Local + Regional Managers.

220-330 pp. Price: £595  Delivery: 24 hours

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