Financial Firms in Management Top 250 Lag in Customer Satisfaction

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 [e-mail]

(END) Dow Jones Newswires

June 06, 2018 13:09 ET (17:09 GMT)

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