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.

Helping brands manage both employee and customer behaviors in a profitable way.

 

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

 

Bank Post-Transaction Surveys 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.

 

Bank Open Account Surveys 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.

 

Bank New or Open Account Surveys Closed account surveys identify sources of run-off or churn to provide insight into improving customer retention.

 

Bank Satisfaction Surveys 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.

 

Bank Image & Positioning Surveys 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.

 

Bank Loyalty & Walletshare Surveys 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