Banking, finance and insurance


Development of a continuous assessment model for a financial institution


The client needed to develop a continuous assessment model on the quality of its service to measure the degree of strategic and tactical adjustment to the needs and expectations of the bank’s customers, companies and individuals (in Spain and for its international services in Morocco). It was important to identify the strengths and weaknesses in the service quality in order to determine the main lines of action that would allow it to significantly improve the level of satisfaction.


Quantitative approach to develop a statistical-mathematical model based on multiple regression that explained the degree of overall satisfaction with each satisfaction factor, the main loyalty aspects with the bank and the importance and priority of all the aspects analysed (indirectly).


Detected the bank’s strengths and weaknesses using a SWOT analysis of Strategic Priorities.

Created a quality and action guide for marketing and customer service (individual and company).

Designed business strategies based on the aspects where customers get the most value.

Continuous training of the strategic touchpoints between the customer and the bank.