As of now, our Customer Experience program encompasses 2 types of experience surveys: 

·       Relationship surveys for products and segments – these surveys are conducted mostly annually and include questions related to the customer’s relationship with the product.     Main question used is willingness to recommend the product.

·       Touchpoint surveys - these are conducted daily after the customer transacts with us.  Questionnaire includes questions related to the transaction (ex: waiting time, customer effort score, etc.).  For example, making your mortgage payment at a branch or call center.   Main question used is overall satisfaction with service received in last visit/call.

We are reaching out to learn if other institutions:

·       Categorize their customer experience surveys under different categories, such as we do (Relationship vs. transactional)?  Or if each survey includes a mix of both perspectives? For example:  auto loan relationship survey vs auto servicing touchpoint survey.

      If has both type of surveys and you pay incentive based on survey results, how much do each weigh towards the overall %?

·       Specifically for the mortgage product, what types of surveys do you have in place?    Do you measure the origination process separately to the servicing component?

Do you measure recommendation of the mortgage loan product and/or satisfaction with the administration of the loan (for your portfolio customers)?