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Transactional Research
This research focuses on the day-to-day interactions your employees have with customers.
- CSP’s unique and effective approach to Mystery Shopping
combines a customer-based (or non-customer) shopping process with a highly-automated
reporting system to identify performance trends throughout your organization.
- Post-Episodic research gathers information from customers
immediately following a transaction or visit. This can be done by mail or by phone
within 12 to 48 hours of receiving a transaction file.
- Online web-based research captures data from customers who
frequently utilize a client’s online services.
Customer Assessment Research
A Customer Relationship Assessment study gives you just what its name promises:
an assessment of your service expectations as well as a meaningful measurement of
customer satisfaction, loyalty, and most importantly, advocacy. This type of study
can focus in on different aspects of a customer’s relationship with the bank such
as the account opening process, a closed relationship with an institution or a competitive
study of your own market. CSP’s research includes:
- Phone-based or online Customer Relationship Assessments
- Recently opened or closed Relationship Assessments
- Assessment of client competition
- Brand Awareness Assessments
Internal Customer Service Assessment Research
Limiting your measurement to external customers does not always portray the full
picture of service standards. It is important to also measure the internal customer
service provided by your employees and throughout your institution. CSP utilizes
online web-based technology to measure internal customer service assessments.
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Voice of the Customer Research helps clients improve their performance by
providing knowledge from customer assessments, front-line transactional research
and internal customer service assessments. Clients receive the greatest value when
all three of these customer feedback channels are measured. However, each of these
Voice of the Customer channels stand on their own and can be implemented separately.
The result is a clear understanding of each particular customer channel.
CSP utilizes state-of-the-art reporting systems that present results in an easy-to-read
format, with helpful graphics. We translate the data into actionable information
clients can easily use and understand. Our real-time, web-based reporting system
breaks down your data in a number of ways with as much or as little detail as you
like. View scores on an individual question for a particular employee or view the
overall score for an entire organization. Both verbatim and coded comments from
your customers are provided, as well as trending information on those comments.
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