Polstra Cpm BDO
Critical Success Factors
Weight
BDO
BPI
METROBANK
Rating
Weighted Score
Rating
Weighted Score
Rating
Weighted Score
1. Customer Service
.20
4
.80
3
.60
4
.80
2. Security and Safety
.15
4
.60
4
.60
4
.60
3. Advertising
.15
4
.60
4
.60
3
.45
4. Facilities
.15
4
.60
3
.45
3
.45
5. Advanced Technology
.15
3
.45
4
.60
3
.45
6. Number of Branches
.20
4
.80
4
.80
4
.80
Total
1.0
3.85
3.65
3.55
1st Banco De Oro (BDO)
2nd Bank of the Philippine Islands (BPI)
3rd Metropolitan Bank (Metrobank)
Based on the CPM Matrix of Banco De Oro obtained a weighted score of 3.85, while Bank of the Philippine Island obtained a weighted score of 3.65 and Metropolitan Bank and Trust Company obtained a weighted score of 3.55. Even if Banco De Oro has the highest weighted score, some of its factors have a varied score in rating and weight.
Customer Service
When it comes to customer loyalty, the experience can be everything, and customer service plays a critical role in that experience. Business success is often a result of the sum total of the experiences your employees create for your customers and these experiences can produce powerful points of differentiation. But exceptional customer service doesn’t just happen! It needs to be an integral part of your business culture and strategy. To complete the shift from being product centric to being customer centric, each employee needs to be empowered, through leadership and training, to deliver the best experience possible.
In the above results, the three banks got the same outcomes. Meaning, customer service plays a very important role for every banks. Even though BDO maintain the same level of quality service from its competitors, they should not be confident enough. Other banks may enhance their services and improves for better empowerment.
Security and safety
People trust bank that has the capacity to protect their money but also their own safety. In the above result of CPM, the three banks BDO, BPI and METROBANK got the same rating.
Weight
BDO
BPI
METROBANK
Rating
Weighted Score
Rating
Weighted Score
Rating
Weighted Score
1. Customer Service
.20
4
.80
3
.60
4
.80
2. Security and Safety
.15
4
.60
4
.60
4
.60
3. Advertising
.15
4
.60
4
.60
3
.45
4. Facilities
.15
4
.60
3
.45
3
.45
5. Advanced Technology
.15
3
.45
4
.60
3
.45
6. Number of Branches
.20
4
.80
4
.80
4
.80
Total
1.0
3.85
3.65
3.55
1st Banco De Oro (BDO)
2nd Bank of the Philippine Islands (BPI)
3rd Metropolitan Bank (Metrobank)
Based on the CPM Matrix of Banco De Oro obtained a weighted score of 3.85, while Bank of the Philippine Island obtained a weighted score of 3.65 and Metropolitan Bank and Trust Company obtained a weighted score of 3.55. Even if Banco De Oro has the highest weighted score, some of its factors have a varied score in rating and weight.
Customer Service
When it comes to customer loyalty, the experience can be everything, and customer service plays a critical role in that experience. Business success is often a result of the sum total of the experiences your employees create for your customers and these experiences can produce powerful points of differentiation. But exceptional customer service doesn’t just happen! It needs to be an integral part of your business culture and strategy. To complete the shift from being product centric to being customer centric, each employee needs to be empowered, through leadership and training, to deliver the best experience possible.
In the above results, the three banks got the same outcomes. Meaning, customer service plays a very important role for every banks. Even though BDO maintain the same level of quality service from its competitors, they should not be confident enough. Other banks may enhance their services and improves for better empowerment.
Security and safety
People trust bank that has the capacity to protect their money but also their own safety. In the above result of CPM, the three banks BDO, BPI and METROBANK got the same rating.