Standardized vs. Custom Employee Studies: Which Is Right For Your CFI?
Community financial institutions (CFIs) looking to measure employee engagement often turn to surveys and studies. Once they decide to move forward, the next question is usually, “Should we invest in a custom study?” We’ll give those CFIs the same advice...
How Annual CX Analysis Helps Banks Prioritize What Matters
Monthly and quarterly reporting help community financial institutions (CFIs) keep an eye on performance and emerging concerns. However, reviewing results report by report does not always provide the distance or context needed to see the complete picture. A score may...
Why Benchmarking Matters in Customer Feedback
Benchmarking helps community financial institutions (CFIs) avoid reacting too quickly to an individual number, or treating every result as equally important. Customer feedback is most useful when leaders understand what their scores actually mean, and reading benchmarks in perspective can...
Coordination is Key: Disconnected Feedback in the Customer Experience Journey
Many client feedback programs rely on surveys connected to existing operational systems (like call centers or digital platforms) and customer feedback tools. Different departments or lines of business may even run their own listening efforts independently, each focused on improving...
NPS, OSAT, and More: What Metrics CFIs Should Be Measuring
Modern financial institutions have access to more customer experience (CX) data than ever before. Many now track CX metrics, eager to learn more about their clientele; as a result, terms like NPS, OSAT, and others have become more common in...
HOW BEST-IN-CLASS CFIs USE CUSTOMER EXPERIENCE FEEDBACK
Community financial institutions (CFIs) working with Avannis aren’t just collecting feedback to be studied at a later date. They’re taking that data and using it in two distinct — and equally important — ways. First, they can address individual client...
A Closer Look at Compensation in Community Banking
Compensation and benefits have become an important, and often challenging, area of focus for community financial institutions (CFIs). Hiring and retention remain highly competitive, with leadership teams focused on both retaining tenured employees and attracting new talent. This was particularly...
Three Barriers Preventing CFIs From Fully Hearing Their Customers
Leaders at community financial institutions (CFIs) have a wealth of data at their fingertips. Operational information is abundant and can tell an executive a great deal about the interactions clients have with a branch. But operational data doesn’t offer the...
Visibility Over Volume: What Goes Into an Account Holder Listening Program
Many financial institutions believe they have a good understanding of what their account holders want. After all, leadership sees the numbers and performance metrics; surely they’ve got a handle on what’s going on. But operational data alone rarely tells the...