You know the saying "you can't manage what you don't measure."  It is imperative for organizations to expect what they inspect and understand what is happening on the periphery.  Especially, for multi-site organizations in an industry like banking.  Organizations that measure the service quality and experience of their members or customers exhibit higher business outcomes.  In order for change or improvement to happen, organizations need to instill accountability and the right metrics or Key Performance Indicators (KPIs).  Those that incorporate the results from this experience tracking and research into their training, coaching and culture, exhibit even higher outcomes.