Financial Client Satisfaction Index
Attribute Strategy Grid

Interpretation of the Strategy Grid

This chart shows relative strength and weakness of each of the 20 attributes measured in the survey. The grid arrays  the twenty into four quadrants divided by the medians of Performance (Your Bank's Score) and Importance.  The "Exploit" quadrant shows those attributes which are More Important to your customers...and where you are doing well.  The "Fix" quadrant shows those which are More Important and where you are doing less well. The "Reconsider" quadrant shows those which are Less Important, but where you are doing well. These might represent an opportunity to allocate resources to the "Fix" quadrant. The "Monitor" quadrant shows those attributes which are Less Important and where you are not performing quite so well. The key here is to watch them over time to see if the become more important.
 
 
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