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

• Explore customer loyalty through the RFG Loyalty Index

• Determine the demographic profile of your customer base

• Provide a proven and effective segmentation scheme

• Identify service quality improvement priorities

• Rank the importance of service attributes to your customers

• Assess branch convenience and your customers' branch usage

• Evaluate customer loyalty for future business

• Evaluate customer advocacy

• 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.