Customer Research
CUSTOMER SATISFACTION SURVEY
Our industry standard Customer Satisfaction Survey examines important attributes of your company’s customer experience. In addition, the survey provides access to average index scores from the financial services industry so you can compare your results with customer opinions from other institutions. Surveys are primarily executed using an online survey resource or more traditional postal mail delivery is available. Would you like to know what your customers think about their experiences and interactions with your institution? We can help.
CUSTOMER FOCUS GROUPS
Customer focus groups provide you with first person ideas, assessments and opinions to shape and guide your decision-making. With resources available to deliver participant recruitment, meeting facilitation, data analysis and reporting, Cross Financial can make your next customer focus group a highly effective management resource.
CUSTOMER EXPERIENCE ASSESSMENT
If customer satisfaction, client retention and relationship expansion are priorities for your organization, your best source of information is existing customers. A customer experience assessment gives you a standardized, industry-tested survey to measure customer satisfaction, loyalty via a Net Promoter Score, along with a Future Utilization Index and demographics by age, tenure and branch usage.
By implementing a multi-year process, you will gather an initial baseline from all customers in year one and further extend that on a quarterly basis in the following subsequent years.
