The Customer Benchmark®

Customer Experience Solutions, LLC conducts a comprehensive scientific statewide survey of banking customers twice per year, in Spring and Fall. The Customer Benchmark focuses on how your customers rate your bank, and how those ratings compare to your competition.


Customer Benchmark® Overview:

The Customer Benchmark enables you to compare performance against the local competition in:

  • Overall quality
  • Ease of use
  • Customer service
  • Technology and tools
  • Share of wallet
  • Number of products per customer

The Customer Benchmark also assists you to:

  • Pinpoint the key factors underlying performance on those ratings
  • Identify your relative strengths vs competitors in both commercial & retail
  • Discover the loyalty/vulnerability profile of both your commercial and retail customer base

View Sample Reports


Topic Coverage

  • How do our customers rate us in terms of quality, ease of use, customer service, technology and tools?
  • How do we perform vs. our competition in those areas?
  • How loyal or vulnerable are my customers and how does that compare to local competitors?
  • What is my share of banking wallet with my current customers, and how does that compare to my competitors?
  • How does my products per customer compare to competitors?
  • What are the products my current customers are looking for, with me or another competitor?
  • What are the key bank drivers we should focus on to improve quality, easy to use, customer service, tech and tools, in the eyes of my customers?
  • How do the banking attitudes and experiences of my customers differ from my competition?

View Sample Reports


Details

Scope

The Customer Benchmark covers the entire banked population in Fairfield County for both retail and commercial (small business and middle market) customers.

Methodology

The survey is conducted by online random sample, representative of the state population

Objective

Independently managed, honest and unbiased results

Intelligent

Utilizes proprietary analytic method that has been developed from 20+ years of experience and 800 million+ surveys

Data size

Statewide, the Customer Benchmarks include over 40,000 reviews per year.

Timely

Subscription includes 2 updated reports per year, in Q2 and Q4

Affordable

Collective subscription model provides the insight at small fraction of the actual cost. A single year subscription includes 2 reports. Contact us for pricing.

Statistical Testing

Results are included for each bank with a significant sample size (additional banks with smaller samples may be added).
View Sample Reports