M.Comm. / The aim of this study was to prove the effectiveness of a Customer Service Index in improving customer service in a financial services environment. For this purpose, the implementation of a CSI in WesBank Corporate Finance was used as a case study. The success of this service strategy was dependent upon constant interaction with the customer in order to identify specific needs, to measure the delivery of these requirements, and to monitor the responses received from the customer base. By making comparisons between the two CSI's used, it was possible to discern a significant improvement in the ratings concerning various aspects of WesBank's service to customers, in addition to an increase in production, profitability and professionalism. The overall success of this measurement strategy was made possible by the total commitment and dedication of the entire staff of the organisation, and is clearly evidenced by the high standard of service quality which was attained, and is being maintained, through the implementation of this monitoring system.
| Identifer | oai:union.ndltd.org:netd.ac.za/oai:union.ndltd.org:uj/uj:8955 |
| Date | 08 August 2012 |
| Creators | Olivier, H. W. |
| Source Sets | South African National ETD Portal |
| Detected Language | English |
| Type | Thesis |
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