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Insights (Custom Market Research)
WHAT WE PUT TOGETHER
Customer experience roadmap based on valuable ongoing feedback

Let’s use the facts to our advantage. Using a variety of insights obtained from diagnostic customer reactions collected from statistically valid samples, we’re able to put together a unique customer experience program designed to help you get a solid grasp of your customers’ interactions with your associates, allowing you in turn to take action to coach and train your associates and ensure their satisfaction at every step.

HOW WE DO IT

  • The CSP Index – Overall Relationship study is a market research study that provides management with insights on the key drivers of overall satisfaction, loyalty, and your customer’s overall relationship with your organization. Coupled with CSP’s ongoing Voice of the Customer program, this study provides our clients with a complete 360-degree view of their customer’s overall experience with your organization. The comprehensive reporting and analysis include national and regional benchmarking to compare your key metrics to peers in your industry.

  • We know you’re committed to providing the most favorable customer environment, maximizing satisfaction, loyalty, and advocacy. To assist in obtaining those goals, we provide market intelligence that delivers aided and unaided awareness positioning, a view of your status in the marketplace, and an understanding of the perceptual strengths and weaknesses in your environment through feedback from primarily non-customers.

  • Customer Relationship Assessments give you an understanding of your complete relationship with your customers. Whether at a retail or commercial level, we can offer you a complete and detailed view of your customer. Our assessments dive deeply into understanding and maximizing problem resolution, ultimately improving customer loyalty.

  • It costs more to win a new customer than to keep an existing one. When a customer is lost, it’s important to understand why that customer was driven to end their relationships with your business. Our attrition and retention assessments provide a window into the customer relationship that ultimately helps our clients improve their retention rates. We define the controllable factors vs. non-controllable factors and provide benchmarking data so you can focus on workable solutions to reduce customer attrition.

WHAT YOU GET
  • An Executive Summary Report presentation with graphs, data, and narrative that detail the feedback from the Custom Market Research study
  • Key insights and takeaways narrated by CSP’s team of Research Analysts
  • Benchmarking comparisons where applicable
  • Data and intelligence that support the objectives of the Market Research
WHAT WE GAUGE
Actionable data through comprehensive analysis

These days, merely getting raw data reports regarding your customer base doesn’t quite cut it. At CSP, we believe that an enhanced customer experience management program should deliver actionable data through insightful analysis. Our customer experience analytics provide you with the results you need to strengthen your incentive programs, training philosophies, organizational structure, and strategic business objectives. Our detailed analyses allow you to continuously monitor your performance levels at every step of your customer experience plan and adjust accordingly.

WHAT WE PROVIDE THROUGH OUR ANALYTICS

  • Our reporting Web site is dynamic and user-friendly at every level. A secure portal with 24/7 access provides daily results from your Customer Experience Research program and pushes proactive email notifications to designated managers in your organization, alerting them of new report activity.

    Our reporting portal provides ongoing Key Metrics such as Loyalty, Net Promoter Score℠, (NPS), Satisfaction, and Performance; as well as verbatim comments and survey feedback detail down to the employee level.

  • CSP provides enhanced benchmarking capabilities accessible in real time. Our Benchmark Analytical Reporting (BAR) Dashboard presents your total enterprise key metrics compared to your peer group benchmark as determined by asset size, region, and state.

WHAT YOU GET
  • Monitoring and continuous development of your customer experience program
  • 24/7 online access to raw data and reporting dashboard
  • Reports to ensure accountability and consistency across your organization
  • C-level snapshots of your enterprise’s key metrics
  • Individual associate and office performance reports
WHAT WE UNCOVER
Critical insights on customer needs and behaviors

At CSP, we use extensive market research and a comprehensive approach to conduct on point-in-time analysis that allows you to thoroughly grasp your customers’ true wants and needs and to directly align them with your associates’ objectives and customer experience program.

WHAT WE PROVIDE THROUGH OUR ANALYSIS

  • Our customer experience programs outline the design and deployment of surveys using a variety of methodologies. The focus is on gathering, measuring, and interpreting customer experience feedback at every touchpoint for every channel of your enterprise. Every customer experience touchpoint must be considered in order for your business to plan for it.

  • The key to a successful customer experience program lies in the gathering of all the data accumulated up to that point. Ideally, the data gathered is both actionable and all-inclusive and needs to include real-time knowledge across significant customer satisfaction metrics that can be applied directly to specific operational and frontline areas that impact the customer experience.

  • Always know where you stand with your customers. CSP’s customer experience program allows you to have a better understanding of your status in the marketplace, and a firmer grasp on the perceptual strengths and weaknesses in your environment. This allows you in turn to maximize customer satisfaction and loyalty.

  • Aside from determining your Net Promoter Score (NPS™), a key metric that measures customer satisfaction based on one simple question, “How likely are you to recommend this business to a friend or family member?”, CSP’s customer experience program also looks into other types of complimentary scores that are both unique and revealing, including the Customer Satisfaction Score (CSAT), the Customer Effort Score and the Customer Experience Index (CX Index).

WHAT YOU GET
  • Statistically valid results
  • Industry benchmarking
  • Key driver analysis
  • Customer-focused educated business decisions
WHAT WE COVER
Standardized processes that ensure a consistent customer experience

Let’s make your company culture shine inside and out. CSP provides a series of custom associate coaching and consultation solutions based on your customer objectives and key metrics – an essential component to providing an unfailing customer experience across the board. Our proven associate consultation programs focus on specific behaviors that improve key drivers and result in increased customer satisfaction and loyalty.

WHAT WE COVER THROUGH THE CONSULTATION

  • Every six months, we roll up the total enterprise data and produce an executive review of the results. A concise executive summary is then developed and presented. This summary includes trending for total enterprise key metrics, key driver trending and peer group benchmark comparisons for the key criteria, as well as key observations and consultation. In-depth executive reviews are conducted annually which include new and updated key driver analysis, peer group comparisons of all criteria, and more extensive key observation and consultation sections.

  • CSP Manager Development & Training is a comprehensive learning program that helps guide change and build consistent culture throughout your organization. Unlike off-the-shelf training materials or standalone seminars, our Manager Development & Training is fully customized to each bank’s unique Service Climate and is supported by employee and customer feedback as well as consistent coaching designed around your needs. Your Managers will also learn how to utilize CSP’s Coaching and Training Library, STARS®, as a resource to assist with improving the performance of their teams.

  • Make the most out of your manager development and training. CSP’s Associate Training is a complementary program that guides the process of cultural change at the associate level. The idea is to maximize the benefit of manager-led coaching by ensuring that associates understand the expectations, goals, and methods being used to improve the organization’s service climate. While CSP’s Manager Development & Training program targets managers and how they use key driver measurements to lead and coach, Associate Training focuses on how associates receive that coaching and turn it into action.

WHAT YOU GET
  • On-site workshop sessions focused on best practices to convert data into action
  • High associate engagement rate that exceeds expectations
  • Engagement data revealing current strengths and opportunities
  • An integrated and strengthened internal system and workplace culture