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It's more cost-effective and efficient to retain good customers than to invest time, effort and money to
attract new ones. Existing customers play a major role in enabling your bank to meet its revenue and
profitability goals. Consequently, each customer interaction takes on added importance in this age of banking
mergers and increasingly fervent competition. Measuring the customer-service experience can provide valuable
strategic information for your short-term and long-term planning.
Our inTouch customer-survey system fits seamlessly into any banking center. Recognizing that customer flow
is unique in every banking institution, the inTouch PDA fits in the palm of a hand, so it's mobile. It
invites customers to participate in each brief service-related survey without interrupting the efficient flow
of customers through the banking center. Unlike stationary kiosks that can actually impede the flow of
customer traffic, the inTouch system is a subtle, non-disruptive survey solution that can be passed from hand
to hand. It enables customers to provide anonymous feedback on their just-completed customer-service
experience quickly and conveniently.
And, unlike mystery shops and other traditional survey methods, the inTouch system provides large sample
sizes of detailed information in real time directly from the point of sale. Survey results can range in scope
from the overall banking center experience to the level of service provided by individual bankers or tellers.
Further, Dotcomments survey professionals will furnish bank managers with a simple methodology for
administering the survey to achieve a valid sampling.
After identifying customer-service areas that need improvement, the Dotcomments' professional staff will
work with bank managers to provide the coaching required to raise each bank employee to an exemplary level of
service.
The net result? Dotcomments can enable your banking center to measure the customer-service performance of
each member of your team and then provide the training and support to increase individual performance
remarkably. And all at an affordable cost.
The inTouch system is the ideal tool for retail banking. It's simple and easy to use for customers and for
members of the banking center team. Bank managers gain because they can learn how customers perceive their
daily banking operations. Customers gain because they can influence the bank's policies and practices through
the information they provide: immediate feedback, on individual banking staff members, in real time, at the
point of service.
To see how the inTouch solution works, click here.
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