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Kinesis Case Study: Multichannel Mystery Shopping, and Post-Transaction Surveys

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A $22-billion asset bank hired Kinēsis to build an integrated customer experience monitor consisting of both mystery shops and post-transaction surveys. The post-transaction survey program started over a decade ago with telephone data collection, and eventually migrated to the more efficient E-Mail methodology three years ago.

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Kinesis Case Study: Multichannel Mystery Shopping, and Post-Transaction Surveys

  1. 1. Kinesis CEM, LLC Case Study: Multichannel Mystery Shopping, & Post Transaction Surveys http://production.kinesis-cem.com/case_studies.shtml Eric Larse is co-founder of Seattle-based Kinesis, which helps companies plan and execute their customer experience strategies. Mr. Larse can be reached at elarse@kinesis-cem.com. http://www.kinesis-cem.com kinesis-cem.com 206.285.2900 info@kinesis-cem.com Case Study: Multichannel Mystery Shopping & Post Transaction Surveys
  2. 2. Client $22-Billion Assets Over 300 Branches
  3. 3. Integrated Customer Experience Monitoring Mystery Shopping Post-Transactions The Engagement
  4. 4. Mystery Shopping Contact Center In Branch Online Mobile
  5. 5. Phone Interviews In Branch POS Online Mobile Post Transaction Surveys
  6. 6. Research Plan Link Specific Behaviors and Service Attributes to Purchase Intent and Loyalty
  7. 7. 20% Increase in Purchase Intent The Results

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