Success Story
COMMUNITY BANK LEVERAGES CUSTOMER EXPERIENCE ASSESSMENT TO ESTABLISH SERVICE QUALITY METRICS
Problem:
A community bank in a growth phase needed a turnkey solution to set an actionable baseline for bank and banker performance without having to put significant time and resources into the process.
Solution:
Using the Barlow Research Client Experience Assessment (CEA) as a step-by-step guide for conducting customer research, the bank prepared their customer list, utilized a proven two-page questionnaire, and leveraged supporting survey-fielding materials. Once the questionnaires were mailed, Barlow Research provided the needed resources for data collection, a live scorecard as the responses came in, and full analysis reporting at the conclusion of the project. By using the standard CEA questionnaire, this bank was also able to compare their results to the marketplace as a whole.
Results:
This process allowed the bank to focus their service quality resources on other needs and more quickly get their full service quality program up and running. Additionally, in year one, three significant service quality improvement opportunities were identified and addressed. Focusing improvements on these metrics has poised the bank to take customer satisfaction and loyalty to even greater heights.
"Licensing the Client Experience Assessment was an excellent decision. It allowed me to focus my efforts in other areas and gave me the peace of mind that the research being done was high quality and from a professional source. It has created a baseline of reporting metrics that will help us measure and continue to improve customer satisfaction and loyalty."