Financial Services

Scantron is best known for work in education, but because of our many years as an affiliate of the Harland companies we specialize customer and employee surveys for financial services institutions.

In an ever-changing, competitive environment, financial service organizations seek every opportunity to improve profitability and performance. By focusing on linking the people of a company - both employees and customers - an institution will be able to obtain sustainable profit growth.

Organizations providing banking and insurance products/services must understand what attracts, motivates and retains both internal and external customers and extends those key customer relationships. Organizations must be able to objectively measure performance against competitors.

Scantron Customer Loyalty Series

Measuring customer loyalty goes beyond an annual customer satisfaction survey. We've developed a comprehensive approach to measuring customer loyalty at all touch points to provide an accurate view of customer satisfaction.

Baseline Customer Survey with Peer Comparison Report

The core of the system is the Baseline Customer Survey with Peer Comparisons Report. The standard Scantron Baseline Customer Survey (which can be done monthly, quarterly or annually) provides an account of existing customers, utilizing a loyalty reporting package and descriptive executive summary. The Peer Comparisons Report provides comparisons of your results to those of your peers, so you know where you stand with your customers.

Any one or combination of the following Survey and Report packages can complement this central component:

New Account

Develop knowledge of product features and marketing messages that help attract new customers. ROI improvement for this survey comes from the more efficient use of marketing resources for acquiring new customers.

Closed Account

Value will come from identifying the controllable (decision to close account may be impacted by changes at FI) and uncontrollable (relocation, death, etc.) reasons customers close an account or end their customer relationship. ROI will be enhanced by reduced lost account revenue and reduced marketing expenses to replace lost customers.

Monthly Branch Transactional

Branch management will learn what steps can be taken to improve customer satisfaction and determine if staff may benefit from specific areas of training. Additionally, ideal hours of operation and information on the product offering will be uncovered. The financial institution can also use the study to better place new facilities.

Successful implementation of the Monthly Branch Transactional Survey will lead to more efficient utilization of resources, enhanced customer satisfaction, a better understanding of service requirements and site location preferences.

Product-specific

Used to establish which product features and benefits will result in a higher response rate to promotional campaigns, the information provided in this report will improve the financial institution's target marketing. Specific products include, but are not limited to: Mortgage, Equity, Small Business and Loans.

Employee Surveys

Benefits of employee surveys may be seen in terms of increased job satisfaction, morale and commitment to the company, successful employer-employee relationships and increased staff loyalty, which contribute to reducing the rate of staff turnover and the associated costs of recruitment, selection and training activities. Committed and competent employees will also make fewer mistakes (and, in turn, lead to fewer customer complaints), and so contribute to further cost savings.

Additionally, good customer and employee satisfaction/service enhances corporate image and may provide insulation from price competition. Overall, successful service leads to reduced costs (of mistakes, operating, advertising and promotion), and increased productivity and sales, market shares, profitability and business performance.