Measuring & Improving Customer Satisfaction for Banks | The MSR Group

Customer experience drives customer loyalty.

Competition in the financial industry is fierce. Your team at The MSR Group has an extensive track record of helping financial institutions improve customer satisfaction across all business lines. If you really want to know what your customers really think of you, APECS® can tell you.

APECS®: A voice of the customer program tailor-made for financial institutions.

Creating an exceptional customer experience distinguishes you and your brand and generates opportunities for growth. APECS® allows you to identify areas for improvement, and focus efforts where they will deliver the best return.

APECS software screenshot

Whether a customer visits a branch, uses an ATM, or is using online banking, you can measure every touchpoint, giving you a comprehensive overview of customer satisfaction.

View satisfaction organization-wide, down to how well a single branch is performing in real time, allowing you to pinpoint specific areas for improvement or recognition.

Get alerts of negative experiences and action plans to address and defuse these adverse situations as they happen, as well as recognize where you are exceeding expectations.

This comprehensive approach addresses situations demanding immediate attention and highlights success stories, giving you the guidance you need to achieve long-term goals.

An experienced team focused on helping you improve customer satisfaction.

Your success is our success. With our experienced team dedicated to your business, and action planning tools to guide improvements, The MSR Group is the right partner to elevate your customer satisfaction to new heights.

Our team becomes an extension of yours:

Monitoring results and notifying you of situations that need immediate attention.

Regularly reviewing feedback to identify the customer experience areas that matter most to your customers.

Delivering action plans proven to improve customer satisfaction within the financial industry.

At The MSR Group, we view ourselves as your partner and deliver a level of service that goes above and beyond your typical customer experience program.

Go deeper.

Learn more about all the research services available to you, both qualitative and quantitative research, and how they can help your organization succeed.

Qualitative ResearchQuantitative Research