|
Survey Objectives |
Relationship
Survey |
Service
Quality Survey |
Share of
Wallet
Survey |
Small Business Survey |
Engage
Survey |
Employee
Opinion
Survey |
|
Explore customer loyalty through the
RFG Loyalty Index |
x |
x |
x |
|
x |
|
|
Determine the demographic profile
of your customer base |
x |
x |
x |
x |
|
|
|
Provide a proven and effective
segmentation scheme |
x |
x |
x |
x |
|
|
|
Identify service quality
improvement priorities |
x |
x |
|
x |
x |
|
|
Identify changes in service quality
through ongoing quarterly research |
|
|
|
|
x |
|
|
Immediately identify dissatisfied
customers |
|
|
|
|
x |
|
|
Evaluate branch, Web and phone
interactions |
|
|
|
|
x |
|
|
Rank the importance of service
attributes to your customers |
x |
x |
|
x |
|
|
|
Assess branch convenience and
your customers' branch usage |
x |
|
x |
x |
|
|
|
Determine the product sales potential in
your customer base |
x |
|
x |
x |
|
|
|
Evaluate customer loyalty for future
business |
x |
x |
x |
x |
|
|
|
Assess your current share of
wallet |
x |
|
x |
x |
x |
|
|
Evaluate customer advocacy |
x |
x |
|
|
x |
|
|
Determine the value of being your
customers’ PFI |
x |
x |
x |
x |
|
|
|
Analyze channel usage and online
banking enhancements |
x |
|
|
|
|
|
|
Determine your channel control
ratios |
x |
|
|
|
|
|
|
Examine the mobile banking market |
x |
|
|
|
|
|
|
Gauge your small business sales
potential |
|
|
|
x |
|
|
|
Examine the Gen Y segment and all
generational segments |
x |
|
|
|
|
|
|
Evaluate the competition by
institution type |
x |
|
|
|
|
|
|
Develop social networking
strategies |
x |
|
|
|
|
|
|
Determine levels of engagement among your customer
base |
x |
x |
|
|
x |
|
|
Measure employee
satisfaction |
|
|
|
|
|
x |
|
Identify organizational
strengths and areas of opportunity |
|
|
|
|
|
x |
|
Solicit employee input |
|
|
|
|
|
x |
|
Measure employee
engagement |
|
|
|
|
|
x |
|
Tie employee engagement to
organizational performance |
|
|
|
|
|
x |
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