2002 - Measuring and Developing Internal Client Satisfaction Within Barclays

"Larry brought creativity, business insight and operational discipline to developing our approach to client satisfaction. He worked closely with us to develop a process which was designed to drive forward our performance and enhance client value"

DAVE SIMPSON, CLIENT RELATIONSHIP DIRECTOR, BARCLAYS

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THE CHALLENGE

In an increasingly competitive marketplace, the IT division of Barclays Bank needed to become even more responsive to its internal clients' needs. It needed a system for measuring client satisfaction, in order to identify and act upon the performance improvement and development opportunities that its clients highlighted

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THE SOLUTION

Working with the Client Services Directors, Larry developed a process for measuring client satisfaction on a quarterly basis.

In this fact-based performance and relationship assessment, Client Account Managers reviewed both performance and client relationships across 9 key measures, as well as an overall satisfaction rating.

Results and feedback are consolidated and presented to the Division's Executive team - who drive forward a programme of improvements throughout the organisation.

As progress against client satisfaction targets is linked directly to employee bonuses, Larry also initiated a communications plan around the quarterly results - involving team briefings, intranet briefings and employee magazine articles

This initiative is driving up performance in the Division, as employees focus in on the key issues and demands of their clients

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"Thank you for all the sterling work you have done...and especially the fantastic work around client satisfaction"
GARY EDWARDS, DIRECTOR, CLIENT SERVICES, BARCLAYS BANK plc