Financial Firms in Management Top 250 Lag in Customer Satisfaction
June 06 2018 - 1:24PM
Dow Jones News
An analysis of the Management Top 250 finds that
financial-services companies are lagging when it comes to customer
satisfaction.
Discover Financial Services and Visa Inc. are the only
financial-services companies that rank in the top 15% or so of the
Management Top 250's measure of effectiveness in customer
satisfaction. Eight of the 21 financial-services companies studied
score below the mean for customer satisfaction.
The Management Top 250 ranking, which is compiled by the Drucker
Institute, uses the ideals and teachings of the late business guru
Peter Drucker to analyze and compare the performance of major U.S.
companies. Customer satisfaction is one of five categories that
make up the overall ranking. It is based on metrics provided by
third parties that track things like satisfaction with products and
services, customer loyalty and how well customer expectations are
met.
The other categories of the overall ranking are employee
engagement and development, innovation, social responsibility and
financial strength. Mr. Drucker influenced generations of business
leaders with his writings, including a regular column in The Wall
Street Journal. The five categories reflect his core management
principles.
Among financial-services companies in the Management Top 250,
Bank of America Corp., JPMorgan Chase & Co. and Citigroup Inc.
rank highest overall. Only Bank of America cracks the top 50.
Technology companies dominate the top of the list.
Discover and Visa have been two of the biggest total gainers
over the past five years. Although the Management Top 250 was first
published last December, Drucker has calculated scores for each
year starting in 2012.
Discover, which ranked No. 85 overall for 2017, has seen its
overall management effectiveness score rise 11.5 points to 60.5
since 2012, while Visa, ranked 96 now, has seen its score rise by
16.1 points to 59.6 over the period. The top-ranked company
overall, Amazon.com Inc., scored 89.0.
See more analysis of the 2017 Management Top 250 and explore the
full list at wsj.com/managementtop250. The full methodology is
available at on.wsj.com/top-250-methodology.
-- Dave Pettit ( @pettitd)
Write to Dave Pettit at dave.pettit@wsj.com
(END) Dow Jones Newswires
June 06, 2018 13:09 ET (17:09 GMT)
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