A $22-billion asset bank hired Kinēsis to build an integrated customer experience monitor consisting of both mystery shops and post-transaction surveys. The post-transaction survey program started over a decade ago with telephone data collection, and eventually migrated to the more efficient E-Mail methodology three years ago.

1. Kinesis CEM, LLC
Case Study: Multichannel Mystery Shopping, & Post Transaction Surveys
http://production.kinesis-cem.com/case_studies.shtml
Eric Larse is co-founder of Seattle-based Kinesis, which helps companies plan and execute their customer experience strategies.
Mr. Larse can be reached at elarse@kinesis-cem.com.
http://www.kinesis-cem.com
kinesis-cem.com 206.285.2900 info@kinesis-cem.com
Case Study:
Multichannel Mystery Shopping &
Post Transaction Surveys

2. Client
$22-Billion Assets
Over 300 Branches

3. Integrated Customer
Experience Monitoring
Mystery Shopping
Post-Transactions
The
Engagement

4. Mystery
Shopping
Contact Center
In Branch
Online
Mobile

5. Phone Interviews
In Branch POS
Online
Mobile
Post
Transaction
Surveys

6. Research
Plan
Link Specific
Behaviors and
Service
Attributes to
Purchase Intent
and Loyalty

7. 20% Increase
in
Purchase
Intent
The
Results