The Allegiance system has helped to eliminate paper-based surveys, create an ongoing dialog with customers and resolve issues rapidly.
Prior to implementing the system, Extraco used mystery shoppers to evaluate customer experiences and paper-based annual surveys to measure customer loyalty.
However, with the growth of the company’s internet banking clientele, Extraco decided to undertake online surveys and enable customers to submit feedback directly through the bank’s website.
Extraco says the system enables efficient categorization of feedback and results analysis, and is easy to modify for future use.
We’re delighted with the online response rate, the immediate tabulation and summary report availability, and the fact that the feedback is direct from our customers, said Cheryl Traudt, VP and director of marketing for Extraco Banks.
The ‘MysteryShopper’ tool allows Extraco to aggregate data from all customer responses in a single location, and organizes the reports for quick analysis and attention to problem areas. It also provides benchmark data for future performance comparisons. ‘ActiveSurvey’ is an on-demand survey generation tool which the bank can use to gather feedback and gauge current attitudes of customers, employees and partners.
