market force creating the ultimate banking experience white paper

8/7/2019 Market Force Creating the Ultimate Banking Experience White Paper

http://slidepdf.com/reader/full/market-force-creating-the-ultimate-banking-experience-white-paper 1/7

Wh the Bak Custmer Eperiece MattersCreatig the Ultimate Bakig Eperiece

Cherl Flik, PhD.

Vice Presidet, Custmer Eperiece Slutis

Ss Sil

Vic Psid, Ficil Ids Slis

W H I T E P A P E R



CUSToMER ExPERIEnCE MEASUREMEnT: WHAT To MEASURE AnDWHy

Why the Bank Customer Experience Matters:Creating the Ultimate Banking Experience

Lead with intelligence248 Ceteial Pkw, Suite 150 | Luisville, Co 80027 | 303.402.6920 | www.mar ketfrce.cm

Why the bank CuStomer exPerIenCe matterS

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Question At Risk Highly Loyal

Time waited for branch employee 3.6 4.36

Overall quality of service 3.56 4.62

Asks questions to determine nancial needs/concerns 31% 46%

How well recommendations t needs 3.58 4.39

Proactively recommend the bank’s products services 69% 82%

Use my name 54% 77%

Perception/Behavior Index

Knowledgeable 173

Enthusiastic about the bank’s offerings 164

Sincerely interested in you and your needs 160

Engaging and built a good rapport 159

Actively listened to identify opportunities 145

Acted in a professional manner 142

Asked at least one question to probe your need 140

Addressed all your questions or concerns? 134

Asked if there was anything else he/she could do for you today 127

Used your name at least once during the meeting? 122

Courteous and friendly 117

Recommend relevant products or options to meet your needs 103

Recommended product based on knowledge of your current situation 102

Available to meet your needs 86

Introduced himself or herself 83

Thanked you for your business 82

Bank employee acknowledged you within 30 seconds of entering 53

Smiled and greeted you in a friendly manner 24






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Summary

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•JDPwer2008RetailBakigSatisfactiStd

•TheAmericaCstmerSatisfactiIde(seewww.theacsi.rg)

•Lariviere,Bart.“LikigPerceptaladBehaviralCstmerMetricstMltiperid

CstmerPrtabilit:ACmprehesiveService-PrtChaiApplicati.”JralfService

Research,2008,pp.3–21.

market force creating the ultimate banking experience white paper

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