Benefits of CSP

CSP has the experience and expertise to develop, implement and execute Voice of the Customer research to meet your objectives. CSP will make an excellent partner because of:

	Unmatched Experience
	Proven Methods
	Seamless Integration
	Maximum Flexibility
	Complete Program Administration
	State-of-the-Art Technology
	Essential Follow-Through
	Dedicated Client Services Team
	Quantifiable and Actionable Results
	One-Stop Shopping

Our Expertise

CSP, with over 20 years of customer satisfaction research and performance management, is recognized as one of the industry leaders in the expertise of measuring and tracking employee performance, customer satisfaction and the client experience. Over the years, CSP has designed satisfaction research programs for nearly 125 separate institutions including some of the largest financial institutions in the United States.

CSP’s National and Regional Benchmarking Data

Early in 2008, CSP completed more than 1,500 interviews with bank customers and credit union members across five national regions so that CSP clients that invest in the “Customer Relationship Assessment” can benchmark their assessment results against their competitors regardless of the size of their financial institution. See our Recent Press Release.

CSP’s Key Driver Analysis

CSP includes key driver analysis in all of our research products including transactional research and all assessment studies. With our transactional research, key driver analysis is performed to help identify the key performance behaviors that best predict a customer’s satisfaction with the overall performance of the employee during a transaction. With the assessment studies, key driver analysis is performed to help identify key drivers of overall satisfaction, customer loyalty and customer advocacy.

CSP’s Best-in-Class Summary

Data by itself does not tell you where your institution ranks compared to your peers. CSP’s Best-in-Class Summary gives clients the ability to see where they stack up compared to CSP’s portfolio of clients by criteria question.

CSP’s STARS Training Library

The STARS® Training Library website works in conjunction with our client’s results and our client services team to help managers obtain performance management resources designed to assist with training their employees to improve or enhance a library of sales and service attributes. The resources are simple to administer activities, articles and training pieces that are constantly being refreshed.

CSP’s Customer Loyalty Index

CSP includes three loyalty-based rating questions on all of our questionnaires that create a Client specific Loyalty Index score. On a quarterly basis, CSP provides all clients with a Loyalty Index Benchmark Report comparing to CSP’s portfolio of clients and by asset size.

CSP’s Expert Survey Design

CSP has over 20 years of survey design and development experience and a team of analysts that listen to our clients’ objectives and design surveys that produce meaningful and actionable research data.