CIA, Inc. 603 Mass Ave. Lunenburg, MA 01462 email: ciaincorp@aol.com		The Process Our measurement processes are customized to meet each client's goals for improving employee performance related to both customer service and sales. The Results Clean, clear, concise, and computer generated. Our written reports focus on employee behaviors from adherence to policies, procedures, and regulations, to professional integrity, service recovery and sales skills, and more. Our statistical summaries detail overall and comparative performance, rankings, and trends compared to other financial institutions both locally and internationally. Such detailed observations combined with our diverse knowledge of the banking industry drive our analyses and our action-based recommendations. Conclusions are presented personally to each client by a CIA consultant. These reports indicate the degree of alignment between your 'ideal' performance standards and those experienced by your customers. This 'gap analysis' provides you with a means to compare your past to present performance or against competitors, to monitor improvements, recognize and reward those improvements, and to set effective goals. Our Field Representatives Because CIA shoppers are professionally trained and certified, we can eliminate the favoritism or bias that can often 'taint' results derived from using your own staff to evaluate other employees' performance. Our comprehensive shopper training process ensures that all CIA field researchers understand each client's performance expectations and standards and can deliver accurate, objective, detailed feedback in a timely manner. Reports include both anecdotal, qualitative results and the quantitative data to support those results. Our Promise High-level overview of progress against standards On-track in what areas Behind in what areas Ahead in what areas Unexpected issues © 2007 Creative Image Associates, Inc.