BANK CUSTOMER SERVICE SURVEYSBANK CUSTOMER SERVICE SURVEYSUsing the latest technology-based devices to Using the latest technology-based devices to capturecapturereal-time Voice-of-the-Bank-Customer service real-time Voice-of-the-Bank-Customer service feedbackfeedback

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American Bank Business SnapshotAmerican Bank Business Snapshot

• Consolidation into larger entities continuesConsolidation into larger entities continues• Fierce competition for new business among local, regional and nationalFierce competition for new business among local, regional and national financial playersfinancial players• Bailouts and headlines negatively affect customers’ perceptions, trust and attitudesBailouts and headlines negatively affect customers’ perceptions, trust and attitudes• Economic instability issues continue to concern Americans Economic instability issues continue to concern Americans

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How to reach customers cost-effectively and change How to reach customers cost-effectively and change their perceptions?their perceptions?• Develop and deploy bank service survey Develop and deploy bank service survey campaignscampaigns• Create a communication channel with Create a communication channel with customerscustomers• Monthly distributionMonthly distribution• Survey at customers’ Point-of-ExperienceSurvey at customers’ Point-of-Experience

• Solicit customer feedback and input about services, requirementsSolicit customer feedback and input about services, requirements• Explain new and innovative bank servicesExplain new and innovative bank services• Implement changes based on feedback and inputImplement changes based on feedback and input• Use technology-based devices, social networking to reach targetsUse technology-based devices, social networking to reach targets

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The Importance of Point-of-Experience SurveyingThe Importance of Point-of-Experience Surveying• Capture immediate, spontaneous feedback when and where experienced,Capture immediate, spontaneous feedback when and where experienced, not days or weeks laternot days or weeks later• On-site, on-time, on demand surveying eliminates reporting delays On-site, on-time, on demand surveying eliminates reporting delays • Allows low score satisfaction alerts to trigger instant responseAllows low score satisfaction alerts to trigger instant response• Easily customized in the field for different languages and target audiencesEasily customized in the field for different languages and target audiences• Digital data capture saves rekeying labor, minimizes errorsDigital data capture saves rekeying labor, minimizes errors• Instant access to actionable data from anywhereInstant access to actionable data from anywhere

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Interactive survey devices let you Author Once, Deliver Interactive survey devices let you Author Once, Deliver AnywhereAnywhere• Survey Kiosks Survey Kiosks – standalone feedback stations automate the collection of large survey samples from business service lobbies. Ideal applications include Retail, Food Service and Healthcare consumer research.

• Tablet Surveys – mobile & portable for in-the-field surveying. Diverse audience include: patients, passengers, customers, visitors, exhibitors.

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Interactive survey devices give you Real-Time Market Interactive survey devices give you Real-Time Market ResearchResearch• Handheld PDA SurveysHandheld PDA Surveys – ideal mobile survey devices with long-life battery for in the field research. – ideal mobile survey devices with long-life battery for in the field research.

• Mobile Phone Surveys Mobile Phone Surveys – use customers’ own mobile phones to capture fresh, spontaneous – use customers’ own mobile phones to capture fresh, spontaneous impressions and invaluable impressions and invaluable feedback at the moment-of-truth!feedback at the moment-of-truth!

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Online surveys let you Measure Feedback to Improve Online surveys let you Measure Feedback to Improve ServiceService• Web Surveys – rapidly deploy sophisticated, branded, multilingual Web surveys in place of or concurrent Web Surveys – rapidly deploy sophisticated, branded, multilingual Web surveys in place of or concurrent with interactive with interactive device service survey campaignsdevice service survey campaigns

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Use SurveyManager to Design and Deploy Mobile Use SurveyManager to Design and Deploy Mobile Device Survey ProgramsDevice Survey Programs• Use OMI question & response resource librariesUse OMI question & response resource libraries – – or – or – • Write your own questions and responsesWrite your own questions and responses• Simple, intuitive and easy to useSimple, intuitive and easy to use• Web-based: No software needed to install SurveyManagerWeb-based: No software needed to install SurveyManager• You control all management tasks to design, deploy and report dataYou control all management tasks to design, deploy and report data

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SurveyManager Report FeaturesSurveyManager Report Features

Standard Summary ReportsStandard Summary Reports Customer SatisfactionCustomer SatisfactionScoresScores

Customized ReportsCustomized Reports

Graphs and ChartsGraphs and Chartswithin Reportswithin ReportsAutomated ReportingAutomated Reporting

TemplatesTemplates

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SurveyManager Report FlexibilitySurveyManager Report Flexibility

Trend AnalysisTrend Analysis Unlimited CrossUnlimited CrossTabulation FilteringTabulation Filtering

Variations During a DayVariations During a Day

Filtering: SegmentingFiltering: SegmentingCustomersCustomersRelative LocalRelative Local

PerformancePerformance

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OpinionMeter Serves a Broad Spectrum of Industries OpinionMeter Serves a Broad Spectrum of Industries WorldwideWorldwide

WorkforceWorkforce EducationEducation TransportationTransportation RetailRetail

HealthcareHealthcare HospitalityHospitality GovernmentGovernment FinancialFinancial

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Financial and Banking TestimonialsFinancial and Banking Testimonials

Bank of America Bank of America “There is no easier or cheaper way today to capture customer data.”

NNB International Bank PlcNNB International Bank Plc“We have found the Opinionmeter to be a highly effective customer feedback mechanism that has given us real business intelligence.”

Additional financial clients using OpinionmeterAdditional financial clients using OpinionmeterAccenture Helena Community FCU, MTAffinity Federal Credit Union Kraft Foods Federal Credit UnionAndersen Consulting LGE Community Credit UnionCampus Credit Union, FL New England Federal Credit UnionCommonWealth Credit Union, KY Teachers Federal Credit UnionFirst Atlantic Federal Credit Union, NJ Texas Dow Employees CUTucson Federal Credit Union, AZ

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Bank Customer Service Surveys by OpinionmeterBank Customer Service Surveys by Opinionmeter

Automated, real-time survey tools Integrated with the latest technology and software using interactive mobile device platforms and/or deployed online Customer service insights captured at the Point-of-Experience Immediate, actionable data available anywhere, anytime Reports and data accessible from any Web browser Easy, convenient and cost-effective

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Opinionmeter International, Ltd.Opinionmeter International, Ltd.

1-888-OPMETER1-888-OPMETER

www.opinionmeter.comwww.opinionmeter.com