This interaction-based survey program is an ideal complement to the full Relationship Survey. This tool allows you to continually monitor service quality levels across your organization.

Gain a quarterly assessment of satisfaction, loyalty and advocacy based on your customers’ most recent interactions with your institution in the branch, online or over the phone.

“At risk” households are immediately identified and sent to the institution for follow-up. Additionally, a feedback mechanism is built into the program to rate your staff’s follow-up efforts.

Survey Objectives

• Evaluate branch, Web and phone interactions

• Immediately identify dissatisfied customers

• Prioritize and follow-up to resolve customer issues

• Identify service quality improvement priorities by touch-point

• Examine changes in service quality through ongoing, quarterly assessment

• Improve customer engagement

Survey Benefits

• Monitor service quality levels

• Address service quality concerns on an ongoing basis

• Immediately identify and react to issues for “at-risk” households

Survey Methodology

Primary Survey
A sampled group of targets (approximately 2,500 per quarter) will be emailed and asked to recall their last interaction with the bank. Based on the customers’ method of interaction (teller, drive-up, online, phone, etc.), a series of questions will be asked to assess the interaction including: when it occurred, who they might have interacted with, their rating of service, their willingness to recommend, plus other details specific to the interaction type. In the event a customer reports an unfavorable interaction, the bank would be notified immediately.

Follow-up Survey
RFG sends a follow-up survey to the respondents who reported an unfavorable interaction. The follow-up survey asks if the specific issue was resolved and if the customer's opinion of the bank improved.

Survey Timing

The survey is conducted for four consecutive quarters from the date you sign-up.