Assessment Methodology for Customer and Employee Satisfaction with Digital Technologies and Bank Services

Abstract

A methodology for assessing customer and employee satisfaction with digital technologies and bank services is proposed. The methodology includes indicators and evaluation criteria, questionnaires for surveying clients and bank employees. Formulas for calculating key indicators based on data obtained in survey questionnaires are provided. Approaches to verbal assessment of the level of satisfaction of clients and employees with digital technologies and bank services are considered.

Keywords

• quality
• satisfaction
• assessment methodology
• client
• employee
• bank technologies and services
• indicators and assessment criteria
• verbal assessment