Bank Customer Service Surveys - PowerPoint PPT Presentation

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Bank Customer Service Surveys

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  1. OPINIONMETER Using the latest technology-based devices to capture real-time Voice-of-the-Bank-Customer service feedback BANK CUSTOMER SERVICE SURVEYS

  2. 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

  3. 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

  4. 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

  5. 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.

  6. 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

  7. 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

  8. 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

  9. OPINIONMETER SurveyManager Report Features Customer Satisfaction Scores Standard Summary Reports Customized Reports Graphs and Charts within Reports Automated Reporting Templates

  10. OPINIONMETER SurveyManager Report Flexibility Unlimited Cross Tabulation Filtering Trend Analysis Variations During a Day Filtering: Segmenting Customers Relative Local Performance

  11. OPINIONMETER OpinionMeter Serves a Broad Spectrum of Industries Worldwide Workforce Education Transportation Retail Healthcare Hospitality Government Financial

  12. 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

  13. 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

  14. OPINIONMETER Opinionmeter International, Ltd. 1-888-OPMETER