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Keystone Management Services PO BOX 554 Sanctuary Cove Queensland 4212 Australia

Australia: +61 (0)7 5530 1465
UK: +44 (0)20 8133 8111
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Email: info@keystone-management.com

The Impact of UGRs

Below are the results from customer surveys undertaken in a division of a major Australian bank. The 2002 scores are prior to their work on UGRs, while the 2003 scores are after the division had been through the UGRs programme with Steve Simpson. The Director of the Division was most delighted with the increase in customer advocacy - from 55% to 86%. These customers were obviously walking advertisements for the bank!

The scores below are the internal people measures taken pre and post UGRs. Overall staff satisfaction rose by 9 percentage points.

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