VoX Platform
The two “Studies” that managers have access to in VoX
What are Teller/New Account (or Branch) and SME?
It’s expressed as a number, not as a percentage
What is NPS
The first thing to do when a customer walks through the door
What is greet the customer?
The method(s) used to obtain New Account feedback from customers
What are Telephone and QR Code/Online?
This question is asked immediately after the ... "how likely to recommend Bank of the West..." question at the start of the survey
What is “And what is your reason for giving that score?”
The name of the tab where you can access reference documents such as the CX Manual, the CX Roles & Responsibilities Matrix, and the CX Improvement Template
What is the HELP tab?
Customers give these numerical responses to the “Likely to recommend Bank of the West” question in order to be classified as Passive
What are 7 & 8?
This group of NPS customers are good referral sources, and are very profitable
Who are Promoters?
About 40,000
What are the number of surveys conducted for branches annually?
This question is only asked during the Teller Survey; New Account customers are not given the opportunity to voice one
What is “Have you recently experienced a problem?" (aka the Problem question)
The shape of the icon used to access your Customer Alerts
What is a bell?
The CX Scoring methodology that counts only the highest (or best) available response options
What is Top Box?
SLA (Service Level Agreement) is two business days
What is the expectation for following up with a customer who requests a call back / Customer Alerts
Two reasons why we may not call a customer’s landline phone number, available in TouchPoint, for a teller transaction survey
What are:
They are on the survey Do Not Call list
They are a Wealth Customer
They are an Employee
They have recently completed a survey (3 months)
or, They have recently been called for a survey (1 month)?
Team members may earn an Excellent rating for the “recommendations met needs” question, and likely a higher than average NPS score, (85+ historically) when they ensure that their product or services recommendations include this
What is a Benefit to the customer and/or a specific tie in to a customer's need?
These two tabs give you a summary of all survey questions and provide a reference to your Best in Class (BIC) Targets for each attribute
What are the Teller Performance Scorecard and the New Account Performance Scorecard?
One describes the practice of soundly delivering on key behaviors like greeting, using name, providing an easy transaction, and the other describes all of the ways that a customer interacts with our bank, such as thru the branch network, digital channels, ATM, and our Contact Center
What are Customer Service and Customer Experience?
These team members should log into VoX at least weekly to review team CX results
Who are ALL team members?
Because Federal Regulations restrict calls to Mobile Phones using a Robo-Dialer
What is the reason that we call primarily landlines for our surveys?
While questions about the Wait Time, Welcoming and Ease may vary slightly between surveys (for example Ease of Transaction compared to Ease of Opening), these three questions are unique to the New Account Survey
What are:
Felt Valued
Introduced to other Team Member
Explanation of Documents
or Explanation of Features and Benefits
(also acceptable - Had accounts previously? and How received the survey (QR)?)
Of Name Usage or Welcoming Atmosphere, the one with a higher BIC Target
What is Name Usage
An essential part of a customer’s journey when, at any touchpoint or interaction, the customer decides to continue engaging with a brand and to move on to the next interaction; a highly emotional moment between the customer and company that creates loyal, committed brand followers – and this can happen any time
What is a Moment of Truth
Meaningful CX coaching will involve a discussion about survey feedback beyond this metric
What is the NPS rating given by the customer?
Besides Branches and SME, four other Lines of Business who conduct customer surveys using NPS as a key metric
What are:
Mortgage
Home Equity
Wealth PCS
Wealth BWIS
Contact Center
Commercial Banking Group
Essex (RV and Marine)
or Indirect Lending?
The two reasons that Teller survey respondents may generate a Negative Alert requiring branch follow up
What are responded as a Detractor ("likely to recommend" a 0-6), or Experienced a Problem?