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"CSP helped us increase our customer advocacy, which led to a boost in profits.
We want our customer to have a positive perception of our business. That means we
make every effort to promote loyalty, not only with our client base but with our
employees as well. That’s where CSP comes in. They’ve identified and prioritized
the key drivers that can predict customer loyalty and advocacy. Those qualities
attract new customers who talk to their friends and neighbors about us. The more
customer advocates we develop, the more profitable we become."
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Zions Bank
Cristie Richards, Senior Vice President
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"CSP’s ‘Voice of the Customer’ research is unbeatable for assessing customer loyalty.
We look for data that prompts action. That’s exactly what we get from CSP. Their
‘Voice of the Customer’ research gives us a clear picture of the attitudes and behaviors
that are impacting our bottom line. CSP’s suggestions are helping us entice new
customers and maintain long-term ones, thanks to a proven process that holds our
people accountable for how they treat our customers. We recommend them to anyone
who wants to reach the highest standards of customer service."
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Astoria Federal Savings
Brian Edwards, Senior Vice President of Marketing
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"CSP showed us how our customers view our business. At United Community Bank, service
is our distinction – and it is why we call ourselves The Bank that SERVICE Built.
We also understand that satisfied customers buy more products and refer their friends,
which help us grow our bank and improve economic performance. It is vitally important
to consistently measure our customer satisfaction and improve our customer service
at all contact points. CSP helps us do both. CSP has the best solution and customer
service in the marketplace. So like our referring customers, let me refer you to
CSP."
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United Community Bank
Craig Metz, EVP of Marketing
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"At Washington Trust we pride ourselves in providing outstanding customer service
and cultivating customers who become advocates of our bank. We utilize Customer
Service Profile’s (CSP) customer-based mystery shopping process to measure and track
our employee performance and customer’s perceptions as they relate to a customer’s
experience during a transaction. We began incorporating the results of this program
into an employee incentive plan a few years ago, and over time the results have
been very positive. We have seen a strong correlation with our improvement in employee
performance scores and customer loyalty scores to a decrease in customer attrition.
We believe that CSP’s research program has played a role in improving our performance
and ultimately helping to retain our customers."
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The Washington Trust Company
B. Michael Rauh, Jr., EVP – Sales, Service & Delivery
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"When we wanted to make decisions that translated into customer growth and retention,
we called CSP. We used to think we knew what our customers wanted and we operated
on those assumptions. CSP turned that thinking around pretty fast. Their transactional
customer research and analysis have helped us take action and improve our performance.
They’ve been helping us make impactful choices for the past several years. We don’t
have to guess what’s going to work."
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UMB Bank
Tom Mathis, Senior Vice President
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"BancorpSouth has utilized CSP’s customer-based mystery shopping program for a number
of years. One of the key metrics that we track is the correlation between branch
performance and production and branch performance scores as measured by the mystery
shop program. We find that as our branches work to improve their performance scores,
their overall performance improves as well. CSP’s mystery shop program and performance
management system gives us a tool to help improve our customer service and ultimately
retain and grow our customer base."
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BancorpSouth
Randy Burchfield, SVP of Marketing
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"Bank of Oklahoma’s (BOK Financial) primary customer feedback strategy is to make
as many unique customer contacts as possible throughout our entire branch network
on an ongoing basis. Customer Service Profiles’ Post-Episodic Telephone Survey process
does an excellent job of sampling our customer base, making immediate contact after
a transaction and effectively reporting the results."
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BOK Financial
Mike Nation, Senior Vice President
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"Fairfield County Bank’s commitment to providing clients with outstanding service
is one of our most important core values. With the assistance of our partner, CSP,
we regularly monitor our customers’ service quality experience and look for ways
to improve our delivery. Their customer-based methodology is a proven system for
measuring feedback. We utilize mystery shops, post-episodic surveys and loyalty
studies to gather the service quality data we need to coach and develop our financial
service professionals. In addition to the service quality data we receive, our branch
managers regularly use the STARS program materials developed by CSP to help with
employee development. We are quite pleased with the support we receive from the
CSP team, and look forward to our continued association."
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Fairfield County Bank
William DeMichiel, Senior Vice President, Sales Management
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"Customer Service Profiles’ Customer Loyalty Index Benchmark helps us measure the
loyal tendencies of our customers and to compare our scores to our competitors.
A great value!"
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Nevada State Bank
Jennifer Decker, Vice President
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"At UMB, it is important for us to receive immediate feedback from customers who
recently interacted with one of our CSR’s from our call center operation. We provide
CSP with a file that contains recent transactions and they do the rest. CSP offers
an outstanding post-episodic telephone research service that provides excellent
customer satisfaction feedback from recent interactions with our call center. The
surveys are complete and very thorough and CSP ensures that the feedback is obtained
from customers throughout our entire bank network. We are extremely pleased with
the results and service we receive from CSP."
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UMB Financial Corporation
Peter Ingles, Senior Vice President Call Center Operations
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