Bank Customer Service Surveys

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Using the latest technology-based devices to capture real-time Voice-of-the-Bank-Customer service feedback

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Bank Customer Service Surveys

  1. 1. OPINIONMETER<br />Bank Customer Service Surveys<br />Using the latest technology-based devices to capture<br />real-time Voice-of-the-Bank-Customer service feedback<br />
  2. 2. OPINIONMETER<br />American Bank Business Snapshot<br /><ul><li> Consolidation into larger entities continues
  3. 3. Fierce competition for new business among local, regional and national</li></ul> financial players<br /><ul><li> Bailouts and headlines negatively affect customers’ perceptions, trust and attitudes
  4. 4. Economic instability issues continue to concern Americans </li></li></ul><li>OPINIONMETER<br />How to reach customers cost-effectively and change their perceptions?<br /><ul><li> Develop and deploy bank service survey campaigns
  5. 5. Create a communication channel with customers
  6. 6. Monthly distribution
  7. 7. Survey at customers’ Point-of-Experience
  8. 8. Solicit customer feedback and input about services, requirements
  9. 9. Explain new and innovative bank services
  10. 10. Implement changes based on feedback and input
  11. 11. Use technology-based devices, social networking to reach targets</li></li></ul><li>OPINIONMETER<br />The Importance of Point-of-Experience Surveying<br /><ul><li> Capture immediate, spontaneous feedback when and where experienced,</li></ul> not days or weeks later<br /><ul><li> On-site, on-time, on demand surveying eliminates reporting delays
  12. 12. Allows low score satisfaction alerts to trigger instant response
  13. 13. Easily customized in the field for different languages and target audiences
  14. 14. Digital data capture saves rekeying labor, minimizes errors
  15. 15. Instant access to actionable data from anywhere</li></li></ul><li>OPINIONMETER<br />Interactive survey devices let you Author Once, Deliver Anywhere<br /><ul><li>Survey Kiosks – standalone feedback stations automate the collection of large survey samples from business service lobbies. </li></ul> Ideal applications include Retail, Food Service and Healthcare consumer research.<br /><ul><li>Tablet Surveys – mobile & portable for in-the-field surveying. Diverse audience include: patients, passengers, customers, visitors, </li></ul> exhibitors.<br />
  16. 16. OPINIONMETER<br /><ul><li> Handheld PDA Surveys – ideal mobile survey devices with long-life battery for in the field research.
  17. 17. Mobile Phone Surveys – use customers’ own mobile phones to capture fresh, spontaneous impressions and invaluable </li></ul> feedback at the moment-of-truth!<br />Interactive survey devices give you Real-Time Market Research<br />
  18. 18. OPINIONMETER<br />Online surveys let you Measure Feedback to Improve Service<br /><ul><li> Web Surveys – rapidly deploy sophisticated, branded, multilingual Web surveys in place of or concurrent with interactive </li></ul> device service survey campaigns<br />
  19. 19. OPINIONMETER<br />Use SurveyManager to Design and Deploy Mobile Device Survey Programs<br /><ul><li> Use OMI question & response resource libraries</li></ul> – or – <br /><ul><li> Write your own questions and responses
  20. 20. Simple, intuitive and easy to use
  21. 21. Web-based: No software needed to install SurveyManager
  22. 22. You control all management tasks to design, deploy and report data</li></li></ul><li>OPINIONMETER<br />SurveyManager Report Features<br />Customer Satisfaction<br />Scores<br />Standard Summary Reports<br />Customized Reports<br />Graphs and Charts<br />within Reports<br />Automated Reporting<br />Templates<br />
  23. 23. OPINIONMETER<br />SurveyManager Report Flexibility<br />Unlimited Cross<br />Tabulation Filtering<br />Trend Analysis<br />Variations During a Day<br />Filtering: Segmenting<br />Customers<br />Relative Local<br />Performance<br />
  24. 24. OPINIONMETER<br />OpinionMeter Serves a Broad Spectrum of Industries Worldwide<br />Workforce<br />Education<br />Transportation<br />Retail<br />Healthcare<br />Hospitality<br />Government<br />Financial<br />
  25. 25. OPINIONMETER<br />Financial and Banking Testimonials<br />Bank of America <br />“There is no easier or cheaper way today to capture customer data.” <br /> NNB International Bank Plc<br />“We have found the Opinionmeter to be a highly effective customer feedback mechanism that has given us real business intelligence.”<br />Additional financial clients using Opinionmeter<br />Accenture Helena Community FCU, MT<br />Affinity Federal Credit Union Kraft Foods Federal Credit Union<br />Andersen Consulting LGE Community Credit Union<br />Campus Credit Union, FL New England Federal Credit Union<br />CommonWealth Credit Union, KY Teachers Federal Credit Union<br />First Atlantic Federal Credit Union, NJ Texas Dow Employees CU<br />Tucson Federal Credit Union, AZ<br />
  26. 26. OPINIONMETER<br />Bank Customer Service Surveys by Opinionmeter<br /><ul><li> Automated, real-time survey tools
  27. 27. Integrated with the latest technology and software using interactive mobile device platforms and/or deployed online
  28. 28. Customer service insights captured at the Point-of-Experience
  29. 29. Immediate, actionable data available anywhere, anytime
  30. 30. Reports and data accessible from any Web browser
  31. 31. Easy, convenient and cost-effective</li></li></ul><li>OPINIONMETER<br />Opinionmeter International, Ltd.<br />1-888-OPMETER<br />www.opinionmeter.com<br />

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