Financial Services

Consumer Credit Card Customer Experience

An optimized Customer Experience is a crucial aspect of consumer credit card brands because it is an industry determined by customer perception. If you are not providing a great value, then you will lose out to one of the other countless options available to customers. Having methods to analyze and improve Customer Experience is the first step in providing this value.

Consumer Credit Card Mystery Shopping

One of the most effective tools to measure Customer Experience is mystery/secret shopping. Consumer credit card options can benefit from these programs because they can provide and unbiased and unfiltered opinion of the ongoing customer interactions.

Consumer Credit Card Voice of Customer

Another way to analyze your existing consumer credit card Customer Experience is to implement a voice of customer feedback initiative. This can help encourage better communication between your brand and customer all while providing valuable information that can be used to optimize the Customer Experience.

A properly-designed voice of customer feedback initiative will allow consumer credit card brands to uncover insights, like:

  • Information regarding individual employee performance
  • Percentage of customers that return and recommend the product or services
  • Key areas of the Customer Experience to focus on
  • Are customer service and support staff knowledgeable, helpful, professional and caring?

Health Plan Insurers Compliance Audits

When dealing within the healthcare field, it is important that your employees are knowledgable about the parameters of their performance. Compliance audit programs can help health plan insurers make sure that their employees are remaining compliant with these industry standards, and can help answer the following questions:

Is our brand working to make sure all employees are aware of industry rules and regulations?
Are our customers reacting favorably to our Customer Experience initiatives?
What factors are leading to individual branch success?
Are agents or representatives following the protocols to which they have been trained?

Integrated or Stand-Alone Programs | Unified Reporting + Analytics

Second To None is differentiated in our ability to offer Operationally-based measurement solutions – Mystery Shopping and Compliance Audits – along with Customer-based solutions Voice of Customer feedback surveys – then unifying data streams into a robust, real-time and role-specific Analytics and Insights platform.

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