Toronto-Dominion Bank: Customer Service Index (A)
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Publication Date:
August 19, 1993
Industry:
Financial Services
Source:
Ivey Publishing
Members of TD’s Personal Financial Services Division’s marketing research team, were preparing their presentation to a group of the bank’s senior vice-presidents. They had worked for three years developing and testing the Customer Service Index, the bank’s first tangible tool to measure service quality. They now had to get the senior vice-presidents to ensure the successful adoption and use of this instrument. How could they convince their audience to accept and promote this new method of service measurement? The case is followed by a supplement case bearing the same name, case 9A93D010, set one year later.
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Toronto-Dominion Bank: Customer Service Index (A)
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