APECS™ is the industry’s leading customer satisfaction and loyalty measurement program. Utilizing a post-transaction telephone survey methodology, APECS™ provides statistically reliable metrics of overall customer satisfaction along with The MSR Group’s proprietary Net Advocacy Rating (NAR) score. Understand how your customers perceive your services branch by branch across your entire organization. Then, compare your ratings against that of 2,400 retail consumers across the United States rating their bank’s performance on the exact same criteria.
Many users of research find it difficult to put systems in place to ensure data is used effectively to make positive changes. APECS™ removes that barrier by converting customer satisfaction surveys into a user-friendly customer relationship management tool.
Within 72 hours, APECS™ gives you—and more importantly your front line managers—actionable easy-to-understand information on improving the customer experience, all on our secure Web-based site.
APECS™ is exactly the program you need to focus your organization’s efforts on increasing the number of loyal customers, as well as those who fall into the Advocate category: customers connected enough to your organization that they will actually begin the word-of-mouth promotion cycle.
The following characteristics that make APECS™ unique in the field of customer experience monitoring:
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