Financial Services
Customer & Prospect Handling Measurement for Financial Services
Banks, credit unions, insurance organizations, mortgage companies and wealth management firms depend on branches, offices, agents and digital channels to convert customer interest into productive conversations.
Pied Piper can measure what customers and prospects actually experience across those distributed networks.
Measure Customer Inquiries
Programs can evaluate telephone, website and other customer interactions, measuring responsiveness, quality of handling, follow-up and whether the customer is successfully moved toward the appropriate next step.
Measure Consistency Across Locations
Corporate policies and training may be consistent while the customer experience varies significantly from branch to branch, office to office or agent to agent. Pied Piper provides objective measurement of those differences.
Ongoing Monitoring
Where appropriate, ongoing measurement can identify failures quickly rather than waiting for periodic customer surveys or management reports.
Competitive Benchmarking
Pied Piper programs can compare performance across locations and, when designed for industry research, against competitors using consistent customer scenarios and measurement.
A Measurement Approach, Not Commodity Mystery Shopping
Financial-services mystery shopping can provide a useful snapshot, but Pied Piper's approach is designed around objective measurement, benchmarking and actionable performance information rather than simply completing low-cost shops.
