Zions Bank - Cristie Richards, Senior Vice President

“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.”

Astoria Federal Savings - Brian Edwards, Senior Vice President of Marketing

“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.”

United Community Bank - Craig Metz, EVP of Marketing

"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."

Hancock Bank - Angela Long, Customer Intelligence Manager

“We chose CSP because of its 25 years of experience working with banks all across the country, its benchmarking data and proven methodologies. CSP delivers analytics focusing on the key drivers of the customer experience, which is a major focus for Hancock Bank. CSP’s reports-on-demand and electronic web reporting capabilities allow us to monitor research data online on a daily basis. Each individual manager has access to real-time, actionable information about his or her branch and employees, which can be used to enhance performance. We want to provide the ultimate in service to turn our customers into advocates. This attention to customers is part of what keeps us among the top performing banks in the nation.”

UMB Bank - Tom Mathis, Executive Vice President

“When we wanted to make decisions that translated into profits, 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.”

Fairfield County Bank - William DeMichiel, Senior Vice President, Sales Management

”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.”

Nevada State Bank - Jennifer Decker, Vice President

"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!”

UMB Financial Corporation - Peter Ingles, Senior Vice President Call Center Operations

"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."