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CSP, with over 20 years of customer satisfaction research and performance management,
is recognized as one of the industry leaders in 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
CSP recently 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.
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