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A unique benefit of the inTouch system is its intrinsic flexibility. Clients may tailor the contents of
survey questionnaires and reports to achieve specific measurement goals and objectives. In fact, most of our
clients in the financial services industry customize their survey content at some point during the
measurement process.
Having provided well over a thousand banking centers with the inTouch system, we have identified the key
measurement elements that provide actionable information to banking centers. We have incorporated these
elements into a questionnaire and report that offer universal value. The key elements are:
Features
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A PDA tailored for your bank branches
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All closed-ended questions
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Branching logic within the questionnaire
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45 to 60-second survey time for the customer
Questionnaire Content
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Measurement content for tellers and customer
service representatives with each questionnaire
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Survey actually selects the team member who
served the participant
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Survey interprets customer perception of teller
behavior according to drivers of customer
satisfaction
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Survey determines customer perception of
teller cross sales
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Survey interprets customer perception of
customer service representative's behavior
according to drivers of customer satisfaction
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Survey determines customer perception of
customer service representative cross sales
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Survey measures overall satisfaction with
the bankReport Content
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A teller performance chart
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A CSR performance chart
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Analysis by teller, CSR, branch and region
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Scoring comparison based on averages
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Answers to individual questions
To see how the inTouch solution works, click here.
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Services Solutions | Sample Report
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