In today’s competitive environment relationship marketing is critical to banking corporate success. Banking is a customer oriented services industry and banks realized that business depends on customer service and the satisfaction of the customer. This is compelling them to improve customer service and build relationships with customers in every possible medium like branch banking, online banking, online emails promotions, SMS promotions and social networking feeds.

The blend of three banking relationship dimensions, traditional services, multi channel banking and internal banking, which lead to customer satisfaction survey in great extent, these were identified through factor analysis. A perceptual customer satisfaction index score is generated using the haapi™ framework and CHI® Express business intelligence solutions. And these solutions helped to identify how each bank was positioned in the customers’ minds.

In order to improve customer satisfaction survey and increase customer loyalty banks are using more responsive in customer experience area. Banks are making sure that customers have a great branch experience and same focus on ATM, online banking and mobile banking. haapi™ framework and analytics solutions have been designed to implement Customer Experience Management survey for banks. CHI® Express business intelligence survey reporting abilities integrated with haapi™ framework used to change the way customers interact with banking facilities through multiple touch points. We help you discover customer experience survey trends and address customer concerns, improve consumer experience and retain customers for long term.

Excellent customer service and the quality of customer experience is the factor for customers choose to stay with a bank. Customer Satisfaction Index (CSI) is measured to determine customer satisfaction in banking industry by weighted score that assigns importance ratings of the objectives of service verticals and associated measures. On which survey feedbacks provided by customers on the service delivery of the banks. Responses are captured using banking customer happiness API – haapi™ and customer experience analytics are shown in CHI® Express dashboards.