Case Study

How One of Our Clients Improved Customer Value

A banking client of ours combined all non-credit services into a shared services organization. At the same time, the decision was made to combine eight data centers into two. While planning the consolidation, shared services management, with our help, conducted a baseline customer satisfaction survey. They knew they could reduce costs, but they were concerned that their customers - who were bank employees - might be less well served by no longer having a data center as conveniently located to them. We consulted with our client and they acted upon our recommendations.

We re-surveyed after the first year, and again following the second year of the data center consolidation project. Over the two-year period, our client significantly improved customer value by reducing its costs by $15 million on a base of $67 million in total expenses and by increasing overall customer satisfaction by nearly 20%. And, what is more, their overall rating ranked highest among all internal IT customer satisfaction surveys in our benchmark database.

The client's comments following our work
Here is what our banking client had to say after the Quality Assurance Institute (QAI), located in Orlando, FL, recognized its survey results. "We just wanted to share with you our excitement at winning QAI's Best-of-the-Best Award. The bank has been recognized for its outstanding ability to measure the customer's perception of quality through its use of service level agreements and surveys. We would like to express our thanks to everyone at Mathews & Company for their dedication and excellence in service that contributed significantly in creating a winning program."