Bank Customer Survey Programs

Kinēsis employs a loyalty based approach to program design. This approach helps our clients identify and reinforce service attributes which drive loyalty. This approach helps clients focus training, coaching, incentives, and other motivational tools directly on the elements of the customer experience that will produce the largest return on investment.

 

Kinēsis’ survey programs are used by banks to fulfill a variety of research purposes. Typical research purposes include:

 

Post-transaction surveys are event-driven, where a transaction determines if the customer is selected for a survey. As the name implies, the purpose of this type of survey is to measure satisfaction with a specific transaction.

 

Open account surveys identify the reasons behind new customers' selection of the bank for a new deposit account or loan – providing valuable insight into new customer identification and acquisition.

 

Closed account surveys identify sources of run-off or churn to provide insight into improving customer retention.

 

General bank satisfaction surveys measure customer satisfaction among the general population of customers, regardless of whether or not they recently conducted a transaction. In effect, every customer of the bank has an equal probability of being surveyed.

 

These surveys are used to determine the bank’s satisfaction, general image and positioning among its customer base and the broader community within its service area.

 

These surveys provide valuable information to managers about the bank’s satisfaction, loyalty and walletshare among its customer base.

 

 

 

“Kinēsis delivers a refreshingly simple and user-friendly web publishing system, backed by a professional and responsive team. The feedback serves as a great training tool and the information has had a great impact on our overall customer service achievements.”

- Kim Piotrowski, Columbia Bank