customer satisfaction Archives

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On November 10, SoGoSurvey hosted a webinar titled “Uncovering Key Insights to Increase Customer Satisfaction in Retail Banking.” The webinar explored the key drivers of the customer and member experience and how they can help financial institutions to optimize engagement and boost satisfaction and loyalty. Challenges facing financial institutions Today’s…

Want to improve your customer experience? Here’s how you can influence perceptions and take your CX to the next level. Just think back to a recent interaction you had with a brand. Perhaps you found the brand on social media, or saw an ad that made you curious. Now here’s the…

Ready to launch your first -- or next -- customer satisfaction survey? You're closer than you think! Within the next eight minutes, you'll have all you need: A smart rationale, a great template, solid best practices, good-looking analytics, and even advanced options. Ready?     Satisfied? Learn more about SoGoCX…

The best indicator for your customer experience is when a customer returns for more business. And customer experience was easiest to measure when customers conducted business face-to-face in brick-and-mortar locations. With the increase of customer interactions occurring online today, how do you measure your customers’ happiness and satisfaction? You must…

If you’ve been tracking your Customer Effort Score (CES), you’ve hopefully gained insights into ways to improve your customer relations. But if you’re also measuring Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT), you’re probably wondering how important it is to track customer effort. These KPIs have a…

Do you ever get the feeling that some people just can’t stop talking about customer experience and some people just can’t catch on? I’m glad my life doesn’t include anything as dramatic as the overthrow of monarchs, but I’ve faced some dramatic differences in customer service recently. Don’t people know…

We’ve previously discussed the value of customer feedback and talked about why customer onboarding matters; in this post, we’ll dive into the specific KPIs and metrics you should be tracking to improve your customer service and experience. Apart from exploring the most commonly used customer experience KPIs, including the Net…

While some may have a negative association with 'Big' anything [Big Brother, Big Data, Big Whatever], recent studies have shown that Big Banks are overtaking credit unions in customer satisfaction. Many credit union members may feel their experience is local and personalized, but is bigger better - and do enough…

Many companies focus on measuring customer satisfaction – how satisfied were you with this product or that support call, with your meal or in-store visit? The customer experience is made up of moments, and Customer Satisfaction Score (CSAT) can measures each one so that you can improve specific interactions and…

In the mid-1990s, predicting that technology would transform banks protected by regulation and incumbency, Bill Gates declared, “Banks are dinosaurs, they can be bypassed.” Banks have avoided extinction, but in order to stay relevant, they need to innovate, harness digital disruption, and completely re-imagine their role in the customer experience. This…

Uncovering Key Insights to Increase Customer Satisfaction in Retail Banking

From First to Last: How to Improve Your Customer Experience

How to Create a Customer Satisfaction Survey

VoC vs. CSAT: What’s the difference, and which one should I be worried about?

Will Customer Effort Soon Be a Thing of the Past?

Customer Experience Is Dead! Long Live Customer Experience!

3 Customer Experience Metrics and KPIs That Count

Big Banks = Big Satisfaction?

How are you measuring customer satisfaction?

A Competitive Edge for Community Banks