The objective of any customer experience program is to build customer loyalty so that your customers stay with you, buy more from you and tell others about you.  These outcomes of retained, repeated, and referred business are key to the long-term success of your bank or credit union.

Financial institutions are struggling to defend and grow their market share in an ultra-competitive environment. When you can get basically the same banking product or service anywhere, for about the same price, the critical question is, “What actually sets us apart from the crowd?” 

Your only differentiator is what your customer thinks and feels about you, based on their experiences with your people, products, processes and channels. Today’s accelerated pace of change demands a continuous stream of reliable insight – to give executives a clear line of sight into your customers’ perceptions, sentiment, and actions.

We take a live, collaborative approach, working closely with each bank or credit union client to ensure their success. Our expert customer experience consultants engage each potential client in a conversation about your particular challenges. We understand your strategic objectives and/or the problems you want to solve. Then we recommend a solution to get you to your desired state faster and stronger, with clear milestones to measure progress.

We work to optimize your turnkey program’s effectiveness throughout your entire organization. Using data-driven insight, we adjust to keep your program aligned to your objectives. We are committed to working in concert with our clients to develop strategies and solutions that lead to profound and lasting transformations.

Our primary tools for capturing customer experience data are mystery shops and customer surveys, but our solutions go well beyond the traditional capabilities of each.

Our mystery shopping program dives down to the behavioral level of customer service, so you build key skills. A select, trained group of your own customers evaluate whether their banking experiences meet your service standards. They observe actual behaviors during a real-time service experience. All channels and customer touchpoints with your bank or credit union are assessed through action-based measurement.

In addition, our evaluations capture your customers’ sentiment and subjective feelings about their relationship with you. This Voice-of-Your-Customer feedback provides detailed insights into the customer mindset that can’t be captured in a number.

Our customer survey platform diagnoses friction in the customer experience based on feedback from customers after their experience. Insights from this feedback enable your bank or credit union to pinpoint and reduce friction, seize opportunities, and identify systemic issues with products, processes, channels and people. Real-time feedback also enables closed-loop interactions, so you can reach out to your customers to grow or rescue customer relationships. You can be assured that nothing falls through the cracks.

Financial consumers can interact with their bank or credit union in so many ways today, and they expect consistent, low-effort experiences in all of them! We strengthen our clients through turnkey solutions that evaluate the complete range of traditional in-person financial services: teller transactions on checking and savings accounts, processes supporting loan applications and funding, opening of new accounts, and other account-related processes.

But we also capture customer feedback from online/digital channels (home branch, mobile or website) that are rapidly becoming financial consumers’ first choice for doing their banking business. We measure tangible aspects of your digital channels, including ease of use, features, functions, and security, to ensure your digital services stay focused on the customer experience.

A custom-designed client website, the EXP Actionable Analytics Portal, gives you on-demand access to your feedback data. The EXP Actionable Analytics Portal dynamically interprets your feedback into powerful analysis, actionable performance coaching, and essential accountability data.

From top-level executives to frontline representatives, the Portal provides an intuitive user experience for getting the clearest and most useful intel from your surveys and/or mystery shops. Drill-down functionality lets you explore the data at a granular level. The Portal’s interactive capability empowers you to manage your feedback data and CX metrics (NPS, CSAT, CES), understand what your customers are experiencing, and take strategic, transformational action toward your objectives.

We customize your feedback solution to meet your specific needs and reflect your unique brand. As consulting experts, we can recommend what evaluative questions can get you to your objectives faster and stronger. We co-create with our clients as needed, with a collaborative approach that ensures our speed-to-market and innovation are unmatched.

We will design survey questions to measure how well you are living up to your unique brand promise in the minds of your customers, and to gauge how well your products and services are performing from the customer’s perspective.  

If your results suggest further inquiry into a specific question or area is needed, we can focus our efforts in a short-term, customized research project that provides quick-turnaround answers on those priority issues you need to address right away.

Support EXP is dedicated to the success of your feedback program throughout implementation, integration, deployment, and ongoing strategic development. While you will be assigned a dedicated Client Success consultant, we work in a highly collaborative approach to ensure that our clients achieve their goals and objectives.

With the consultative component of our programs, our clients learn how to understand and use the data to coach and inspire their teams to excellence. Our analytics expertise ensures you get the most valuable insights from your survey data and CX metrics, so you can accelerate action toward your key objectives and achieve predictable outcomes reflecting your business goals.

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.

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.

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.

We strive to accommodate each financial institution’s unique situation with a highly flexible pricing structure. Our solutions can be scaled according to the number of surveys and/or mystery shoppers deployed. We are very successful in working with established budgets to get clients started on their CX transformations.

Here are just some of the reasons Support EXP is the compelling choice for financial institutions that want to enhance their customer experience and differentiate themselves in today’s competitive banking landscape:

1. Banking Industry Specialization: Support EXP has a strong focus on serving credit unions and other community-oriented financial institutions, giving us a deep understanding of the unique needs and challenges these organizations face. Our specialized knowledge and experience enable us to provide tailored, turnkey solutions that get our clients to their objectives.
2. Comprehensive Services: Support EXP offers a complete range of services designed to help financial institutions optimize their CX performance, including data-driven surveys, mystery shopping, targeted research, and expert guidance. This full-service approach ensures that banks and credit unions receive the organization-wide support they need to enhance their customer experience.
3. Collaboration: Support EXP works closely with clients at the executive level to understand their goals and objectives. This collaborative, direct-to-leadership approach allows us to provide personalized guidance and develop customized solutions that serve the unique needs of each client.
4. Enduring Change: Support EXP focuses on creating meaningful, lasting change within organizations by connecting their purpose to their day-to-day operations. This purpose-driven approach ensures that changes are sustainable and transformative, from back office to the front line, leading to long-term success for our clients.
5. Proven Results: Support EXP has a 20+ year record of helping banks and credit unions achieve measurable improvements in their CX performance. Our clients often earn recognition as Forbes Best-in-State winners, demonstrating the effectiveness of our solutions in driving growth and customer loyalty.
6. Long-term Partnerships: Support EXP is committed to building long-term relationships with our clients, with some partnerships spanning greater than 20 years. We foster the trust that leads our clients to rely on our ongoing support and expertise as they continue to grow and evolve. This dedication, backed up by results, makes us the go-to resource for our partners on all things impacting their customer experiences and relationships!