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Insights (Customer Experience Programs)
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

  • CSP designs customized surveys for all of your digital / online channels / touchpoints, including Online and Mobile Banking; Online Account Opening; and Online Lending.  These surveys are designed to capture insights about many different aspects of the customer’s digital experience.

  • CSP designs customized surveys and solutions for all account opening channels, including in-branch new account openings, online account openings, and any other account opening channel offered by your organization. The insights captured in these surveys are unique to the different types of account opening channels, and they provide our clients with actionable intelligence on the key drivers of the account opening process.

  • CSP offers customized Teller surveys that gather insights from any type of teller interaction, including: in-branch tellers; drive-up tellers, and virtual tellers.  Insights gathered in these surveys will provide detailed performance and satisfaction feedback including the specific associate who handled the transaction.

  • The customized Contact Center surveys are designed to gather detailed feedback on all aspects of the experience with a contact center transaction, including satisfaction with important aspects like wait time, responsiveness, and professionalism.

  • CSP’s customized Lending surveys include any type of lending channel offered to customers including Mortgage Lending, Consumer Lending, Commercial Lending, and more.  Insights into all critical areas of the lending process are covered including the lending officer, the lending process, and the loan closing experiences.

  • CSP’s Business Banking Relational study provides customized surveys designed for the decision makers / owners of your Business Banking clients to provide insights on their overall relationship with the organization; their banker; and all aspects of the services they receive as a Business Banking client.

  • CSP offers multiple custom market research studies, including the CSP Index – Overall Relationship study; Brand Awareness and Positioning study; Customer Relationship Assessment; Attrition studies and many more.

WHAT YOU GET
  • Data to better manage your customer experience
  • Valuable employee performance behavior insight
  • An action plan to ensure customer loyalty and satisfaction
  • A successful customer experience strategy
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