Frequently Asked Questions
(FAQs)
Explore Support EXP’s FAQs to learn how our customer and employee experience solutions help banks and credit unions drive loyalty, improve performance, and transform culture.
Discover how quickly you can launch, how our real-time CX insights work, and why leading financial institutions trust Support EXP to go beyond the score.
[Click to expand]
Getting Started
Why should a bank or credit union measure the customer experience (CX)?
In today’s competitive landscape, CX is your brand. When products and rates can be matched in minutes, the only true differentiator is the experience your customer has with your people, processes, and channels. What they think, feel, and do in response to those experiences determines whether they stay, buy more, and recommend you to others.
That’s why measuring customer experience isn’t just a checkbox — it’s a growth strategy.
Support EXP helps banks and credit unions move beyond the score to uncover what’s driving loyalty or erosion. Our real-time, role-specific insights reveal how experiences are truly landing — and what to do next to keep your institution moving forward.
What is it like to partner with Support EXP to improve our banking customer experience?
It’s not a handoff — it’s a partnership. From day one, we come alongside your team to understand your goals, challenges, and the experience you want your brand to deliver. Then we design a CX solution that’s aligned with your strategy — and flexible enough to evolve as your institution grows.
Support EXP is more than a data provider. We’re a transformation partner. You’ll work directly with experienced consultants who guide you step-by-step, bringing clarity to the chaos and momentum to the mission. We tailor your turnkey program to every level of the organization — from frontlines to C-suite — so insight becomes action, and performance becomes predictable.
How quickly can we get started?
We’ve launched full programs in as little as 4 weeks. Our turnkey structure and dedicated implementation team mean you can start taking action — and seeing results — faster than you think.
Can we pilot your solution before scaling?
Absolutely. Many clients begin with a focused pilot — one region, channel, or program — to demonstrate value before expanding. We’ll help you define what success looks like, measure it, and build momentum for scale.
How It Works
How do you capture bank and credit union customer feedback?
We capture feedback that goes beyond the numbers — to reveal what’s really happening in your customer experience.
Support EXP blends high-impact mystery shops and dynamic customer surveys to uncover both behavior and sentiment. Our approach is multi-dimensional and built for banking.
See more details under “Experience Intelligence: Surveys and Mystery Shops.”
What banking channels/touchpoints do your customer feedback solutions evaluate?
Wherever your customers engage — we measure it. And not just surface-level satisfaction, but the real experience behind it.
Support EXP evaluates the full spectrum of CX touchpoints — in-person, digital, and remote. From teller transactions and new account openings to mobile app usability and contact center responsiveness, we help you deliver a unified, frictionless experience across all channels.
How do we access our customer feedback data after it is collected?
Through the EXP Actionable Analytics Portal — your command center for turning insight into action. It delivers real-time updates, role-based dashboards, and coaching-ready data that helps every level of your organization interpret, prioritize, and act with confidence.
How do you customize your customer experience surveys and other aspects of your feedback programs?
We don’t just customize — we co-create solutions that reflect your brand, accelerate your goals, and deliver insight that moves the needle. Every survey and evaluation is tailored to your institution’s voice, customer experience goals, and operational strategy — down to the question level.
Is the customer feedback data real-time?
Yes – to ensure that you deliver the experience financial consumers expect today, we provide actionable, real-time data integrated from all customer touchpoints.
With every evaluation conducted and submitted, results are updated and ready for you to view in the EXP Actionable Analytics Portal. Dynamic and continuous reporting ensures that you always have your finger on the pulse of what your customers are experiencing when they do business with you, as they do business with you.
The responsiveness enabled by real-time data shows your customers that you value their feedback and are listening – and acting – on their concerns. Positive experiences and efficient issue resolution, guided by instant insight, strengthen customer loyalty, the key ingredient in your long-term success.
Is this solution easy for our managers to use?
Yes. Our tools are built for clarity and action. Managers get clear dashboards, coaching-ready insights, and ongoing support — so they can lead their teams with confidence, not complexity.
Experience Intelligence: Surveys and Mystery Shops
What makes your customer survey platform more insightful than traditional survey tools?
Our Insight Builder customer survey platform captures the “why” behind the numbers — going beyond the score to uncover real-time emotion, intent, and experience breakdowns. We don’t just hand you a dashboard. We craft the questions, target the right friction points, and deliver insights your teams can act on.
With decades of experience designing bank- and credit union-specific surveys, we use proven best practices to help you collect intelligence — not just information — that your leaders can trust and use.
What makes Support EXP’s mystery shops uniquely powerful for transformation?
Our Relationship Builder mystery shopping program doesn’t just evaluate service — it measures the behaviors your service model is built on.
Support EXP’s evaluator-to-shop ratio of 3:1 is virtually unheard of in the industry. This lets us recruit, train, schedule, and rotate evaluators so they stay undetectable — keeping your teams natural and your feedback real.
We primarily use your own customers — giving you an authentic, inside-out view. For specific outside-in perspectives, we can also deploy professional evaluators to assess market perception.
These evaluations defy the limitations of traditional mystery shopping. They are built to spark real change, not just collect data. They are action-based, experience-specific, and channel-tailored to drive strategic and performance improvement.
What You'll Gain
How does your customer survey solution go beyond the standard Net Promoter Score (NPS)? Do you capture other CX metrics?
The Net Promoter Score (NPS) indicates your customers’ willingness to refer you to others based on their service experiences with you. While we capture this popular data point, our customer survey platform offers a wide array of other measures and metrics, such as Customer Effort (or Ease-of-Use) Score (CES) and Customer Satisfaction (CSAT), that contribute to a more complete picture of your customer experience.
After the NPS question, our surveys prompt respondents to identify the reasons or key drivers for their given Net Promoter Score. These key drivers are profoundly actionable for building customer relationships: knowing the WHY behind your customers’ feelings and behaviors allows you to make changes that respond to your customers’ biggest concerns – and keep them from taking their business elsewhere.
How do you measure and improve the employee experience (EX), employee engagement, and workplace culture at banks and credit unions?
In an industry that has shifted to remote and hybrid forms of work, understanding employee engagement is more crucial than ever. Inability to maintain engaged employees leaves you vulnerable to high employee turnover and impacts the quality of your customer experience. That’s why we have innovated survey solutions that address employee connections among and within their own workgroups, as well as with the larger organization.
Using multiple metrics, including eNPS, our employee engagement surveys provide executive leadership with insight into priority workforce issues impacting employees’ sense of connection, satisfaction and engagement.
Our peer-based employee survey solution builds a customer-focused culture throughout the organization by closing internal service gaps and resolving friction between front and back office. Team-level analytics equip frontline managers for effectively coaching, guiding and developing their teams to work together well in their shared mission of serving the customer.
Support & Service
What type of client support do you provide during CX feedback program setup and implementation?
From day one, we’re in it with you — not just to launch a program, but to drive lasting transformation. You’ll have a dedicated Client Success Consultant plus the strategic support of our full team — helping you interpret data, coach effectively, and meet your goals with confidence.
Why Support EXP?
What is the pricing structure of your customer experience solutions?
We offer flexible, scalable pricing — because every institution’s journey is different. Whether you’re starting small or scaling big, we design a solution that fits your goals and your budget — with meaningful results from day one.
What makes Support EXP the best choice for financial institutions seeking customer experience (CX) solutions?
We don’t just help you measure CX — we help you lead it. With 20+ years of banking specialization, a proven track record of transformation, and long-term partnerships built on trust, Support EXP is the go-to CX partner for banks and credit unions ready to go beyond the score.