Success in financial services requires building trust at every stage. Identify, improve, and monitor experience gaps to ensure efficiency and ease for customers and employees and you’ll build a community and a great reputation.
Ready to grow? Sogolytics helps you identify and address concerns with data-backed insights that help you align your prioritize, allocate resources, and build better together..
Designing breakthrough experiences requires quality feedback. Hear what everyone is saying, from employees to customers, to better decode insights and make strategic, data-backed decisions.
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Improve retention
Better your reputation
The most comprehensive experience management solution, Sogolytics offers powerful analytics, extensive integrations, and global standard security at every step.
We keep it secure! That’s why our processes are constantly updated and tested on the strictest security measures, so that our clients can rest assured that their data is theirs alone.
Expand your digital ecosystem with integrations that ensure seamless workflows across your preferred platforms.
Get the answers you need without the hassle. With managed projects, we understand your requirements and execute the project on your behalf, so you get the results directly.
Whether you’re looking to clear your doubts, seeking advice, or just want an outside perspective, our 24x7 customer support team is there for you.
Take a holistic approach to experience management with additional Sogolytics financial services solutions.
With SogoCore, you can create forms, polls, and even assessments to audit practices and capture critical feedback. If you are looking for a more comprehensive solution, SogoCX empowers you to home in on customer concerns and experiences so that you can deliver value every step of the way, while SogoEX gives you essential insights into employee engagement.nd customers.
To make the most of feedback, SogoConnect flags critical tickets, highlights and routes concerns to the right people, and closes the loop on feedback to ensure speedy resolutions.
Looking to improve customer retention and increase acquisition? Focused on finding ways to reduce employee churn? The best way to find the right answers and reach your goals is by asking the right questions - and Sogolytics can help!
Our professionally designed survey templates cover a wide range of topics to help you get answers faster.
What’s more, our survey templates are completely customizable! Add or remove questions, modify phrasing, change the look and feel, and loads more. Before you know it, the answers will start rolling in.
Reputation Survey
Reputation Survey
Experience Survey
Experience Survey
Whether you’re working at a bank, credit union, or any other financial institution, you might have noticed that the market is rife with competition. In an age where services are aplenty, the core differentiator for business has become the experience they provide.
This is especially pertinent when it comes to customer experience management in financial services. Customers are looking for more than great returns on their investments, they are looking for an institution that is truly invested in their betterment - and that’s where a great customer experience comes in. Providing customers with reliable support, a helpful team, and someone that works with them to achieve their financial goals builds trust. It’s what inspires customer loyalty and makes customers ardent brand advocates.
And it is through this that you can increase customer acquisition as well, empowering you to thrive in a sea of competitors.
That’s where customer satisfaction surveys for financial services come into play.
These surveys are designed to help you gain better insights into your customers' mindset. By distributing customer satisfaction surveys and feedback forms immediately after key interactions, you can begin to understand how your customers truly feel about your business.
If you aren’t sure where to start, Sogolytics offers a range of survey templates. Each is designed to uncover astute financial services consumer survey insights, so you have the data you need to guide vital strategic decisions.
But that’s not all. When you’re looking to transform the customer experience you provide, you need to look into the employee experience you offer as well. This is because your employees are at the forefront when dealing with your customers.
And unhappy employees often pass the experience on to your customers, impacting the overall CX you offer (even if the program looks wonderful on paper!)
That’s why the best survey tools for financial services are ones which integrate customer experience with the employee experience, providing you with a truly big picture perspective on experience gaps, engagement drivers, and touchpoint impact!
When you’re working on financial services survey questions, you need to first ask yourself: what is the purpose of your survey? Is it to get feedback about a recent customer support interaction, or perhaps you are looking to understand your customers' goals to customize their financial offerings.
Your ultimate goal is what will determine the questions you want to ask. But the most important aspect you need to keep in mind when designing a financial services survey questionnaire is this: is that question important?
When it comes to surveys, asking every question that comes to mind is never a good idea. That’s because customers frequently get tired of answering long surveys and will instead end up providing you with inaccurate or even incomplete answers. That’s why when it comes to the key metrics such as the NPS, CSAT, or even CES, the general rule of thumb is to keep the survey as short as possible. This often means that you ask just 2-3 questions at most. It reduces survey fatigue and will get you the insights you need without overwhelming your customers! Longer surveys, on the other hand, are distributed far less frequently (often just once or twice a year), and accompanied by an incentive such as a discount, special offering, or even a gift voucher! This shows your customers that you value their time and are truly grateful for their answers – encouraging honest responses that will in turn inform your next move.
