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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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OPINIONMETER

Using the latest technology-based devices to capture

real-time Voice-of-the-Bank-Customer service feedback

BANK CUSTOMER SERVICE SURVEYS


OPINIONMETER

American Bank Business Snapshot

  • Consolidation into larger entities continues

  • Fierce competition for new business among local, regional and national

  • financial players

  • Bailouts and headlines negatively affect customers’ perceptions, trust and attitudes

  • Economic instability issues continue to concern Americans


OPINIONMETER

How to reach customers cost-effectively and change their perceptions?

  • Develop and deploy bank service survey campaigns

  • Create a communication channel with customers

  • Monthly distribution

  • Survey at customers’ Point-of-Experience

  • Solicit customer feedback and input about services, requirements

  • Explain new and innovative bank services

  • Implement changes based on feedback and input

  • Use technology-based devices, social networking to reach targets


OPINIONMETER

The Importance of Point-of-Experience Surveying

  • Capture immediate, spontaneous feedback when and where experienced,

  • not days or weeks later

  • On-site, on-time, on demand surveying eliminates reporting delays

  • Allows low score satisfaction alerts to trigger instant response

  • Easily customized in the field for different languages and target audiences

  • Digital data capture saves rekeying labor, minimizes errors

  • Instant access to actionable data from anywhere


OPINIONMETER

Interactive survey devices let you Author Once, Deliver Anywhere

  • Survey Kiosks – standalone feedback stations automate the collection of large survey samples from business service lobbies.

  • Ideal applications include Retail, Food Service and Healthcare consumer research.

  • Tablet Surveys – mobile & portable for in-the-field surveying. Diverse audience include: patients, passengers, customers, visitors,

  • exhibitors.


OPINIONMETER

  • Handheld PDA Surveys – ideal mobile survey devices with long-life battery for in the field research.

  • Mobile Phone Surveys – use customers’ own mobile phones to capture fresh, spontaneous impressions and invaluable

  • feedback at the moment-of-truth!

Interactive survey devices give you Real-Time Market Research


OPINIONMETER

Online surveys let you Measure Feedback to Improve Service

  • Web Surveys – rapidly deploy sophisticated, branded, multilingual Web surveys in place of or concurrent with interactive

  • device service survey campaigns


OPINIONMETER

Use SurveyManager to Design and Deploy Mobile Device Survey Programs

  • Use OMI question & response resource libraries

  • – or –

  • Write your own questions and responses

  • Simple, intuitive and easy to use

  • Web-based: No software needed to install SurveyManager

  • You control all management tasks to design, deploy and report data


OPINIONMETER

SurveyManager Report Features

Customer Satisfaction

Scores

Standard Summary Reports

Customized Reports

Graphs and Charts

within Reports

Automated Reporting

Templates


OPINIONMETER

SurveyManager Report Flexibility

Unlimited Cross

Tabulation Filtering

Trend Analysis

Variations During a Day

Filtering: Segmenting

Customers

Relative Local

Performance


OPINIONMETER

OpinionMeter Serves a Broad Spectrum of Industries Worldwide

Workforce

Education

Transportation

Retail

Healthcare

Hospitality

Government

Financial


OPINIONMETER

Financial and Banking Testimonials

Bank of America

“There is no easier or cheaper way today to capture customer data.”

NNB International Bank Plc

“We have found the Opinionmeter to be a highly effective customer feedback mechanism that has given us real business intelligence.”

Additional financial clients using Opinionmeter

Accenture Helena Community FCU, MT

Affinity Federal Credit Union Kraft Foods Federal Credit Union

Andersen Consulting LGE Community Credit Union

Campus Credit Union, FL New England Federal Credit Union

CommonWealth Credit Union, KY Teachers Federal Credit Union

First Atlantic Federal Credit Union, NJ Texas Dow Employees CU

Tucson Federal Credit Union, AZ


OPINIONMETER

Bank Customer Service Surveys by Opinionmeter

  • Automated, real-time survey tools

  • Integrated with the latest technology and software using interactive mobile device platforms and/or deployed online

  • Customer service insights captured at the Point-of-Experience

  • Immediate, actionable data available anywhere, anytime

  • Reports and data accessible from any Web browser

  • Easy, convenient and cost-effective


OPINIONMETER

Opinionmeter International, Ltd.

1-888-OPMETER

www.opinionmeter.com


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