When bankers lobby customers for praise, customer service loses

All managers, inside and outside of banking, will attest that they are interested in customers’ opinions about their businesses. That is so basic a concept that it sounds almost silly to question it.

Yet, judging by many of the customer satisfaction surveys I’ve encountered recently, the accuracy and relevance of the feedback is not the primary concern of many businesses. Being given high marks in reviews is their true concern.

That may sound like the same thing. The reality is that it frequently is not.

Sure, conscientious employees and managers want the “perfect scores” on their surveys to be truly reflective of the customer experience. Furthermore, employees’ performance reviews and compensation are increasingly tied to those scores.

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