MEMBER OR CUSTOMER EXPERIENCE AND SERVICE QUALITY MEASUREMENT

Track the Experience and Create Loyal Customers/Members

You know the saying "you can't manage what you don't measure."  It is imperative for organizations to expect what they inspect and understand what is happening on the periphery.  Especially, for multi-site organizations in an industry like banking.  Organizations that measure the service quality and loyalty of their members or customers exhibit higher business outcomes.  Those that incorporate the results from research into their training, coaching and culture, exhibit even higher outcomes.  

 

Mosaic's full range of member or customer experience measurement methodologies include:

  •  Post-transaction customer surveys

    • Phone, Email or Text​

  •  Customer Loyalty surveys

  •  In-bound telephone shops

  •  On-site mystery shopping

 

Since 1995, we have specialized in the financial services industry. Our clients' success is based on more than just data collection and reporting. Our industry experience, specialization in customer experience research and improvement strategies add a layer of expertise that is uniquely the "Mosaic Advantage".

Member/Customer experience reporting with industry normative averages is only one aspect of our systematic approach to increasing service quality and customer loyalty. In addition to providing first-class research we add services designed to move the needle:

  •  Assistance in developing service improvement strategy

  •  Best-practices workshops

  •  Compelling sales and service training programs

  •  Incentive compensation consulting