Survey Monkey by Momentive - Industry Ebook [FINSERV]

See how our partner SurveyMonkey Enterprise tackles challenges in the financial services industry. From big-picture problems to the specific needs of a director of digital marketing, SurveyMonkey Enterprise has it covered. Here’s how SurveyMonkey Enterprise can help a financial services organization like yours. SurveyMonkey Enterprise provides the security, collaboration, and integration capabilities to give organizations confidence in centralizing around one survey tool for their entire organization. Keep reading to learn how SurveyMonkey Enterprise helps a director of digital marketing at a small bank improve customer experiences and drive business value. Security Advanced compliance features protect sensitive customer data. Integration Automatically send surveys after every customer interaction and map data to Salesforce. Collaboration A single, centralized survey tool makes it easy for teams to work with each other across departments. Industry Insider FINANCIAL SERVICES

Net Promotor Score® (NPS) Programs The Challenge: Banks need to measure customer loyalty and satisfaction to know the impact of customer experience programs and understand how they measure up against competitors. The Solution: SurveyMonkey Enterprise allows you to set up NPS programs in a matter of hours, get real insights from customers, and understand who your promoters and detractors are with ease. See where you stack up with financial services industry benchmarks and bring NPS data into the tools you use everyday with integrations. Brand Tracking The Challenge: Banks and credit unions need a strong brand to stand out in a crowded market, and build trust and credibility to attract and retain customers. The Solution: Brand tracking helps marketers in financial services use up-to-the-minute data to understand brand performance, the impact of campaigns on brand health, and how to stay competitive in an evolving landscape. Net Promoter, Net Promoter Score, and NPS are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld. Customer Satisfaction The Challenge: Banks often need to measure their customer satisfactionscore (CSAT) to inform their strategy and make improvements where necessary. The Solution: SurveyMonkey Enterprise quickly and easily measures CSAT so you can understand what’s working well and where to improve. From customer support after an interaction to sentiment on a new feature, SurveyMonkey Enterprise helps you engage customers and build a brand they love. Concept Testing The Challenge: When a bank introduces a new debit card geared toward small business owners, it needs to be sure how the customer segment will feel about its marketing concepts. The bank needs to test various options to see what resonates with its audience. The Solution: With concept testing, banks are able to test new concepts, messaging, claims, packaging, and more to effectively drive consumer awareness and product usage. With fast feedback directly from target customers, teams can better understand which campaign will resonate best before investing resources. The Solution SurveyMonkey helps banks better understand their customers and respond quickly to their feedback to significantly improve customer satisfaction, increase client retention, and build customer loyalty.

The Scenario In this example, let’s see how a director of digital marketing uses SurveyMonkey Enterprise to test new products, measure them against industry benchmarks, and provide weekly reports to her executive team. SurveyMonkey solves Sandra’s challenges by helping her to: Provide valuable insights to her executive team. With brand tracking, Sandra is able to give her executive team weekly dashboards to showcase recent insights and long-term trends so they can make more informed decisions. Leverage customer data to tell a compelling story. Sandra’s team was able to message-test a new value proposition and receive feedback from 292 finance and accounting professionals. The qualitative and quantitative results helped them fine-tune messaging. Respond quickly to customer feedback. Within a few months of revamping the survey process, survey completion rates have hit 94% and the bank’s NPS is up almost 15 points. Increase the team’s first-call resolution rate. Sandra and her team can now automatically track CSAT and capture case-closed feedback. This has enabled them to increase their first-call resolution rate by 10% over the previous quarter. Sandra is responsible for ensuring her bank is competitive in an evolving digital landscape, and that customers view her company as trustworthy and credible. Sandra Survey Director of Digital Marketing Learn more about SurveyMonkey Enterprise Her Goals: • Help her executive team make informed decisions • Increase the bank’s NPS and first-call resolution rate • Ensure marketing efforts are resonating with the bank’s target audience Her Challenges: • Low survey completion rates • Siloed data • No effective way to validate the bank’s marketing strategy