A01 chaf6542 06 se fm indd

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Customer concerns. These include time (lead time, time to quote, etc.), quality, perfor-

mance, service and cost. Example measures from Halifax Bank from Olve et al. (1999): 

satisfaction of mystery shoppers visiting branches and from branch customer surveys.

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Internal measures. Internal measures should be based on the business processes that have 

the greatest impact on customer satisfaction: cycle time, quality, employee skills, produc-

tivity. Companies should also identify critical core competencies and try to guarantee 

market leadership. Example measures from Halifax Bank: ATM availability (%), conver-

sion rates on mortgage applications (%), arrears on mortgage (%).