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Reduced Sampling
Option:
To reduce the overall cost of RFG’s surveys without
sacrificing the reliability of the survey findings, we have
refined our sampling method and can now offer a sampling
alternative that could result in a reduced mail sample of
approximately 1,500 households—a potential cost-savings of
$1,500 in total printing and mailing expenses.
RFG Loyalty
Index:
Simply meeting customers' expectations falls short.
Customers can be “highly-satisfied” with the bank’s service,
but hold a majority of their accounts with a competitor and
defect completely when finding a slightly better rate.
The RFG Loyalty Index is based upon four key measures:
- Willingness to give
your bank all future loan business;
- Willingness to give
your bank all future deposit business;
- Satisfaction with your
bank, and
- Likelihood to recommend
friends and family to your bank.
Customer Loyalty Drives Financial Performance!
Current research shows a correlation between the RFG
Performance Index developed for the CEO Strategies Group and
the RFG Loyalty Index analyzed through the Customer
Relationship Survey and Service Quality Survey programs.
Banks with a higher Loyalty Index also have a higher
financial Performance Index. Find out how your bank can
improve loyalty and overall profitability by conducting a
Customer Relationship Survey, Service Quality Survey or
Small Business Survey in 2007.
Evaluate
Customer Advocacy:
Advocacy is the latest performance metric being employed
across industries. In 2007, RFG will evaluate your
customers’ likelihood to advocate for your institution by
referring your services to their friends and family through
the Customer Relationship Survey, Service Quality Survey or
Small Business Survey programs. Through preliminary
research, RFG found “willingness to recommend” to have the
highest correlation with strong financial performance. |
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