Using organizational survey results to improve organizational performance

Examines the use of organizational surveys as a way of improving organizational performance in financial services firms. States that, in a service organization, culture is just as important as leadership style and sets out to demonstrate this. Customer skills ratings and financial performance measures were collected and collated over an 18‐month period and compared to the results of an organization survey. Outlines the factors having the greatest impact on financial services and suggests strategies for improvement.