High-Quality
Situation
While credit card issuers are intensely focused on customer experience, many do not have a way to measure customer experience on outsourced probate accounts. Without a way to measure and compare performance, evaluating outsourced partners would be based on "best guess" approach.
Response
EIS developed a rational, survey-based process to ensure customer experience was positive and protected the client brand. The company designed a questionnaire to capture customer experience. The process began with calls to customers requesting that they participate in a brief (four question) follow-up survey. If they agree, the call is transferred to a researcher who asks the survey questions and records responses on a five-point scale for each question. Once interviews were complete, the responses are compiled and the data is used to ensure we are providing the right experience for our customers.
Results
The survey results provided EIS and our clients with actual data to prove that EIS is the right partner. We set our goals and developed our processes to protect the brand of our customers and to ensure we are providing the best experience possible under difficult circumstances.