Assessment Research is periodic or point-in-time studies that provide a statistically significant assessment of “big picture” customer feedback; specific customer feelings/behaviors; specific departments of your organization; or any type of research study where clients want a “snapshot” of customer/employee feedback and an analysis of how to act on that feedback. Examples of Assessment Research include:

Customer Relationship Assessments help clients understand the complete relationship, and monitor how well they are doing across critical variables that drive loyalty and advocacy and how their performance compares to other institutions in this regard. CSP’s analysis includes comparisons of our client’s scores to local, regional and national benchmark norms, as well as key driver analysis.

Closed / Opened Relationship Assessments enable our clients to understand the reasons that customers recently closed or recently opened a relationship with their institution. In the case of the “Closed” study, analysis centers around the ‘controllable” reasons for ending the relationship and compares results to peer group benchmarking.

Commercial Banking Assessments enable our commercial banking clients to understand their relationships with their commercial customers and identify the key drivers of loyalty and advocacy. CSP’s analysis includes comparisons of our client’s scores to local, regional and national benchmark norms, as well as key driver analysis.

Internal Service Assessments are a measure of internal customer service by your employees and throughout your institution. CSP utilizes web-based surveys to capture and measure internal customer service assessments.