In addition to real-time access to results, CSP offers periodic analysis of data received. On an annual basis, CSP develops and presents an onReview Executive Summary. This annual review summarizes all of the key metrics and rolls up the data across the total institution and by region. The data is then presented in tables that promote action. More specifically, Best-in-Class Comparisons and Key Driver Analysis are provided annually to help compare your results to those of other clients in your peer group as well as identify the key satisfaction drivers and key performance behaviors that best predict a customer’s satisfaction with the overall performance of the employee during a transaction.

In addition, on a quarterly basis, CSP provides a rolling six-month snapshot of the client’s Customer Loyalty Index, Net Promoter Score, On-line Banking Satisfaction score and Customer Experience score. The client’s scores for all of these key metrics are compared to CSP’s benchmark data for each asset category.

Sample Best-in-Class Table

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Sample onReview

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Sample Loyalty, Net Promoter and Online Banking Benchmark

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Perhaps the most valuable service provided by CSP is the consultation and guidance that we provide as part of the annual review of the research results. As your research partner, it is extremely important to us that our clients:

CSP is not content simply presenting the results to our clients. We consult and work with them to understand where to focus critical coaching and training in order to help improve specific key employee behaviors and customer satisfaction criteria so that overall performance and satisfaction improve. If we can accomplish that key step with our clients and keep them on track with the "CSP Model", then improved customer satisfaction will eventually lead to improved overall satisfaction and customer loyalty.