Bank Post-Transaction Surveys

Post transaction surveys are designed to measure satisfaction with any service interaction be it teller, new accounts, contact center.

Post Transaction Surveys: Get real time feedback from your customers.

 

The most common data collection methods for these surveys are email, telephone, web intercept and POS invites.

Objectives for post-transaction surveys may include:

  • Measure satisfaction with a specific transaction
  • Identify the key drivers of transaction satisfaction
  • Measure the influence of transaction satisfaction on customer loyalty
  • Link research to action by identifying behaviors which drive satisfaction
  • Link research to financial measures to determine the relationship between branch post-transaction satisfaction and certain financial metrics such as branch deposit growth

 

For more information on defining research objectives to make your customer experience research more successful, see the following blog post:

Keys to Customer Experience Research Success – Start with the Objectives

 

Additionally, the following posts discuss best practices in research design:

Best Practices in Bank Customer Experience Measurement Design

 

Best Practices in Bank Customer Experience Measurement Design: Customer Surveys

 

 

Other Research Purposes

 

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.

 

 

 

“For every customer who bothers to complain, 26 other customers remain silent.”

- White House Office of Consumer Affairs

 

Customer feedback is gold! Come up with internal processes to track complaints and go about fixing them. Also, do everything in your power to make it really easy for customers to give feedback and tell you about problems they are having. It takes time to sift through feedback, but the value added to your business is worth it!