Financial Services

Financial Services is an industry with many complex service offerings that often involve long-term relationships. While the different levels of service cause a different level of relationship to the institution, all levels do see some sort of connection. For example, a specific bank will be sought out, whether it is for a quick ATM transaction or a regular meeting with a financial advisor.

There are several methodological approaches to the financial services industry; the most common are Paper, IVR, and Web, all with an emphasis on relationship surveys. Relationship surveys focus on loyalty, stressing service recovery and the ability to involve customer feedback into future transactions. These surveys can also track specific employees because of the personal nature of the industry. A customer may fill out a survey with detailed comments, and these results can link directly to the employee who works with that customer. This can be an incredibly valuable tool when incoporating survey results into employee compensation programs, as well as for ongoing coaching and training.