Measuring & Improving Customer Satisfaction for Banks | The MSR Group

We Help Financial Institutions Measure & Improve Customer Satisfaction

The MSR Group has an extensive track record of helping financial institutions improve customer satisfaction. APECS® measures the service experience across all business lines, identifies your customers’ needs and expectations, and provides actionable recommendations to help your front-line make real improvements.

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. Identify areas for improvement and focus efforts where they will deliver the best return. With the MSR Group, you have a partner that extensively understands the industry and a voice of the customer program built to accommodate all of a bank’s needs.

APECS software screenshot

Whether a customer visits a branch, uses an ATM, or is using online banking, we measure every touchpoint to provide you with a comprehensive overview of customer satisfaction.

Our system allows you to view satisfaction at an organizational level down to how well a single branch is performing. This allows you to pinpoint areas for improvement.

We alert you of negative experiences and provide action plannig tool to help you address and defuse these situations.

We take a comprehensive approach to address situations that need immediate attention while working with you to achieve long-term goals.

A Caring Team Focused on Helping Improve Customer Satisfaction

We evaluate our success by yours and work alongside you to take measures to help your bank take customer satisfaction to new levels. With an experienced team at your side and action planning tools to guide you, the MSR Group is the partner to take customer satisfaction forward.

Monitors results and notifies you of anything that needs immediate attention
Reviews feedback regularly to identify what areas of the customer experience matter most to your customers.
Provides action plans that are proven to help improve customer satisfaction for banks

At the MSR Group, we view ourselves as your partner and deliver a level of service that goes above and beyond your typical customer satisfaction program. We evaluate our success by yours, and work alongside you to take measures to help your bank take customer satisfaction to new levels.

Market Research

Learn more about the research services we offer, including qualitative and quantitative research, and how they can help your organization.
Qualitative ResearchQuantitative Research