Dive Into Our Library of Case Studies
Can you explain your incentive pay to your staff?
Our most successful clients include a customer satisfaction or loyalty metric as part of their front-line employees’ incentive calculation. In some cases, customer feedback comprises up to 50% of the employee’s potential bonus. Over the years, we’ve learned that developing...
Loan and Mortgage Surveys
Loan Application Satisfaction Survey Loan Servicing Satisfaction Survey Loan Cancellation Customer Survey Loan Application and Fulfillment Survey The loan application, decision, and fulfillment experience is one of the most complex in retail banking due to the variety of customer touch-points that...
Investment Brokerages and Advisors
High Net-worth Client Relationship Survey Investment Advisor Customer Survey Investment Brokerage Post-transaction Survey Recorded Call Audits Investment Wholesaler Survey Back Office/Internal Client Survey High Net-worth Client Relationship Survey Skilled Avannis interviewers contact high net-worth clients to ask about their perceptions of...
Business Banking Surveys
Business Relationship Manager Survey Business Services Post-transaction Survey Business Relationship Manager Survey Measures business customer perceptions of their relationship manager on a matrix of key attributes. Clearly separates perspectives of business managers and owners versus administrative roles Measures reliability, trustworthiness,...
Retention Solutions
Closed Account Research Problem Resolution Follow-up Surveys Problem Resolution Tracking Closed Account Research Gain a depth of insight beyond the “reason for closing” code entered at the point of closing. Customers who recently closed an account are contacted with a short (3-4...
Retail Banking Surveys
Retail Customer Relationship Survey Key Driver Analysis Transaction Triggered Customer Feedback At Risk/Less Active Customer Survey Follow Up Customer Survey Retail Customer Relationship Survey A comprehensive look at how retail customers are interacting with your retail network, their potential for...
4 Pitfalls of Customer Loyalty Measurement
As technology empowers customers to do more of their routine banking at home or on the go, interpersonal banking encounters are simlutaneously becoming less frequent and more important in the hierarchy of loyalty building experiences. Even smaller community banks and...