Consumer Satisfaction: Financial Services Clients

Kinecta Federal Credit Union
www.kinectacreditunion.org

Identify behaviors that contribute to member satisfaction; monitor scores over time against key behaviors; implement surveys specific to transaction methods and products, including:

Branch Service
Voice Response
Consumer Loans
Telephone Service Centers
Financial Investments
Insurance Services
Online Banking
Mortgage Lending

Washington State Employee Credit Union
www.wastatecu.org

In-depth exit interviews with members who recently left the credit union. Usage survey with members who do and do not have credit cards with the credit union, identifying the features, and benefits that are most important to them.

Consumer Satisfaction: Education Clients

University of Southern California
www.usc.edu

Course and faculty evaluation and tracking, school-wide.
Analysis of satisfaction among students and faculty in selected professional schools.
Independent program review, which included an assessment of the satisfaction of current students, faculty and alumni.

University of Judaism
www.uj.edu

Course and faculty evaluation and tracking, school-wide.
Analysis of satisfaction among students and faculty in selected professional schools.

Consumer Satisfaction: Business-to-Business Clients

Overture
www.overture.com

Developed a customized employee satisfaction survey, which was delivered annually to more than 500 employees worldwide via the Internet.

Southern California Edison
www.sce.com

Developed survey tools, which are delivered via the Internet, telephone and mail to measure satisfaction with the products and services provided to internal and external customers by various departments, divisions, and organizations.

Conexis
www.conexis.com

Developed a customer satisfaction program for clients (small to large size organizations) and participants (current and former employees) regarding the services they receive from CONEXIS, which is a health benefits administration organization.