Quick answers about customer satisfaction.

• Position: New Products

The problem: Your bank has some high-value that it wants to retain. The institution, however, has no way to measure--regularly and in real time-the satisfaction of this targeted group following specific bank transactions.

Now, a proposed solution called Ban kerPro.Net is being offered by Barry Leeds & Associates, New York. The product uses the Internet to provide rapid customer-satisfaction ratings following transactions.

"This tool also helps employee motivation," says Paul Lubin, president and CEO of Barry Leeds & Associates. The product can be used to measure customer satisfaction as part of an employee incentive program.

Here's how it works: Banks daily upload files involving selected customers or prospects who have conducted a transaction. The files are sent to Barry Leeds & Associates. Within a one-to-three-day period, the company contacts the targeted customers by telephone or e-mail. Once customers give their permission, the company conducts a brief (three-minute) interview measuring the customers' level of satisfaction with their recent transaction.

After completion of the survey, the company puts the data on the Internet, where bank personnel can view the information the following day. The data shows the level of customer satisfaction. If a customer is not completely satisfied, bank personnel have an opportunity to follow up to resolve concerns or complaints...