SITUATION:
Hancock Bank had a goal of providing the highest level of customer service. A major focus was to be able to identify the key drivers of the customer experience.
SOLUTION:
Customer Service Profiles (CSP) implemented a Voice of the Customer solution that allows Hancock Bank to easily view real-time customer feedback from secure web reporting; drill down to the level of the individual branches and employees; and clearly understand the key drivers of customer satisfaction and loyalty.
RESULTS:
In a little over two years since CSP’s Voice of the Customer system was implemented, Hancock Bank has experienced significant improvement in all key metrics – especially customer advocacy and loyalty.
To learn more, and to experience CSP’s updated and improved website, click on
http://www.csp.com and open the Hancock Bank Case Study on the bottom of the home page.
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Find out how CSP can take your performance
to the next level.
Call John Berigan today (800) 841-7954, ext. 101, or visit
www.CSP.com to learn more about CSP’s “Voice of the Customer.”
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