How to Run Banking Surveys to Better Understand Your Bank Clients

Banking surveys help banks and financial institutions better understand their customers' needs and preferences.

Published
12.19.2023
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How to Run Banking Surveys to Better Understand Your Bank Clients

How to Run Banking Surveys to Better Understand Your Bank Clients
Banking surveys help banks and financial institutions better understand their customers' needs and preferences.

Banking surveys help banks and financial institutions better understand their customers' needs and preferences. 

By measuring customer satisfaction, you can evaluate how clients receive your services and make improvements to stay ahead of the competition. You can also use clients' feedback to refine and improve the customer experience.

However, to process and analyze customer feedback, you need to start using survey software such as Checkbox, which helps you ask the right questions, capture valuable insights and improve client satisfaction.

Our no-code survey editor lets you design your banking surveys as soon as you create your account. You can pick a survey template, customize it according to your needs, send it by SMS or email to your clients, or embed the survey on your official website. 

To fully understand Checkbox features, start your free trial today.

In this article, we'll explore how to run banking surveys, share best practices and provide questions you can use in your next survey. 

Let's start by explaining the advantages of customer experience surveys.

Why Run Customer Experience Surveys as a Bank?

Financial institutions, whether a bank or credit union, can benefit from customer experience surveys in the following ways. 

Understanding customer needs and desires

Running customer experience surveys gives you an inside look into your client's desires and how well you meet their needs. By gathering customer feedback, you can identify areas where you excel or need to improve. 

You can use this information to develop new products and services that better meet your customers' requirements, leading to increased satisfaction and loyalty.

Identifying client loyalty and anticipating churn

Customer surveys are also beneficial for interpreting client loyalty and anticipating potential churn. By identifying your most loyal customers, you can send notes of appreciation and offer special perks and promotions to keep them coming back. 

Meanwhile, clients likely to churn should get extra attention to solve their problems before departure. It can reduce the number of customers who leave your bank, which can significantly impact your bottom line.

Uncovering insights about your team 

Client surveys can also uncover incredible insights about your team. For example, you may find out which team members clients appreciate the most and deserve a reward. 

Additionally, you may identify areas where your team members need further training. You can improve your team's performance and ensure that your customers receive the best possible experience. 

How to Run Customer Experience Surveys as a Bank

Running customer experience surveys as a bank is vital in understanding your customers' experiences and maintaining their loyalty. One way to conduct these surveys is by using online survey software, such as Checkbox.

Checkbox is a white-label survey platform optimized for the needs of banking and financial services. It helps you conduct client experience surveys on the right digital channel at the optimal time.

It also integrates with your existing customer communication systems enabling automation, streamlining your outreach, and leaving you more time to work on what you know best – promoting and selling your banking services.

All you need to do is start a free trial to design your next banking survey in minutes.

Quick tips for using Checkbox for your bank surveys

To automate the client feedback collection process, you can define triggers for sending surveys. Here are some examples to get you inspired:

  1. New account opening
  2. New loan request
  3. Interaction with customer support

After defining triggers, you can build associated surveys. Include questions that are specific to your client's experience. It will help you gather valuable information that you can use to increase customer satisfaction.

Once you receive the results of your surveys, be sure to follow up accordingly. Thank your clients for their feedback and take action on what they've shared. It shows that you value their opinions and are committed to improving your services.

Monitoring the results of your client surveys is also essential. You can pinpoint areas your organization needs to improve by identifying trends and key opportunities. For example, if customers often complain about the onboarding process, that's a critical area to focus on. 

From our extensive experience working with banking clients, we know that there is a number of specific requirements. Here you find more information about how we meed the needs of banking clients.

As you can see, you can efficiently run customer satisfaction surveys using survey software like Checkbox and make data-driven decisions to grow your bank.

Best Practices for Effective Bank Customer Experience Surveys

Let’s explore the best practices you should consider when conducting client experience surveys.

Be timely 

Sending customer experience surveys at the right time is crucial for getting helpful client feedback. The key is to deliver surveys as close as possible to the relevant event. 

For example, if a client has just contacted your customer support, send them a survey immediately after that interaction. Similarly, if a client has just opened a new account, send them a survey at that time.

Whether your working with small businesses or individuals, you can capture their emotions and feelings while your clients can remember their experiences better.

It means the feedback you receive will be more accurate and give you a more precise picture of their satisfaction. Additionally, when you receive the feedback, it will be more relevant to your team as it has just happened. 

It will enable your team to act on the input promptly and make improvements more efficiently.

Keep it succinct 

Keeping it succinct is an important principle when conducting customer experience surveys. Your clients only have so much time, and they may not be willing to spend much of it completing a long and detailed survey. 

It's best to keep your surveys short and to the point to encourage completion.

One way to do this is by including primarily multiple-choice questions. These types of questions are quick and easy for survey respondents to complete. They also provide clear and objective data you can quickly analyze. Additionally, multiple-choice questions make it easy for you to identify patterns and trends in the data.

When you include open-ended questions, it's best to make them optional. It will allow your clients to skip them if they don't have time or the desire to provide that much feedback. 

This way, you can still gather valuable data from those willing to provide more detailed feedback without alienating those who are not.

Follow-up 

Follow-up after the survey is essential in the customer experience survey process. Once you have received responses, it's vital to take the time to follow up with your customers to thank them for their feedback.

If a customer has a negative experience, use the feedback to identify the problem and take action to make it right. It could include offering an apology, providing a refund or credit, or making a change to your service or product. 

By addressing negative feedback head-on, you can demonstrate to your customers that you value their experience and are committed to improving it.

On the other hand, if a customer had a positive experience, take the opportunity to thank them for sharing their insights and let them know you appreciate their feedback. Consider rewarding the appropriate parties for their efforts. 

Your follow-up will show that you are listening and care about your customers' satisfaction, which is essential for maintaining customer loyalty.

Questions to Include in Your Bank Surveys

How to get started with your bank surveys? Checkbox already has an extensive list of survey questions that correspond to your customers' actions.

  • Here are some examples you can adjust to your needs:
  • What made you choose our institution for your banking needs?
  • How would you rate your experience with our institution?
  • Which factors of your experience are you satisfied with? 
  • Which factors have left you feeling unsatisfied?
  • What could we do differently to improve your experience with our institution?
  • Which platforms do you use most frequently for your banking activities?
  • Do these platforms work as you expect?

These questions cover a range of topics, but it's important to note that they are just sample questions, and it's essential to customize the questionnaire based on the specific action your client took. 

For example, surveys sent after a new account opening should include different questions than those sent after a customer service interaction.

Also, you might want to include demographic questions such as age, gender, income, and occupation. It would help you learn more about your target audience.

Start With Banking Surveys Today

All businesses, including financial institutions like banks, benefit from effective customer surveys. 

Even though business leaders in the financial sector first need to understand economic conditions, they also need insight into consumer behavior. Banks can improve their services and keep their clients happy by collecting data through surveys.

Collecting necessary information has never been easier with the help of survey software like Checkbox. 

With Checkbox, you can send surveys to your clients promptly, all through various digital channels like social media, email, or even through QR codes. 

By knowing what your clients need or what bothers them, you can take on many challenges in your industry and stay ahead of your competition.

Ready to set up first surveys for your bank? Sign up for a free demo of the Checkbox platform here

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