Research Solutions

Transactional 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.

Voice of the Customer

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.

Reporting

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.