Improve Customer Loyalty by Identifying Service Quality Improvement Priorities

RFG’s Service Quality Survey evaluates customer loyalty, satisfaction and your institution's performance on 20 critical service quality attributes.

Survey Objectives

• NEW: Explore correlations between the RFG Loyalty Index and financial performance

• NEW: Evaluate customer advocacy

• Identify service quality improvement priorities

• Rank the importance of service attributes to your customers

• Assess branch convenience and your customers' branch usage

• Determine the demographic profile of your customer base

• Provide participants with an effective segmentation scheme

• Evaluate customer loyalty for future business

• Determine the value of being your customers' PFI

Survey Benefits

• Learn what drives customer willingness to recommend your institution to a friend or family member.

• Identify competitive advantages and opportunities for improvement.

• Compare your quality of service to other financial institutions your customer use.

• Review how your current service delivery measures up to your customers’ service expectations.