Experience Management Tool Helps Gauge Customer Satisfaction
Washington, D.C. (May 16, 2019)—The Independent Community Bankers of America® (ICBA) announced today that Avannis has been selected as its newest Preferred Service Provider. Avannis specializes in experience management tools that provide community banks insight into their customers point of views on a range of topics.
“Superior customer service has been a hallmark of community banking for more than a century,” said Chris Lorence, ICBA’s group executive vice president of member engagement and strategy. “As community banks expand their customer touchpoints, it stands to reason that they would seek to ensure every customer interaction is fruitful and reflects the bank’s high level of customer service and engagement. Through Avannis, ICBA member banks have adequate data at their fingertips to assess customer satisfaction and minimize customer attrition.”
Community banks can choose from 22 studies, based on transaction type or relationship. The studies, accompanied by industry benchmarks, include new account opening, online and mobile banking, closed account, commercial lending, and teller transactions. Set up and programming fees are covered by ICBA membership (additional fees apply for customized surveys). Avannis can communicate with customers in various ways, and the program is scalable to fit banks with two to 200 locations. Up to 100 licenses are available for the Avannis online reporting tool, which includes benchmarks and is custom built for each bank.
“Collecting ad hoc comments and annual customer surveys is insufficient to adequately capture the voice of the customer,” said Emily Sayer, national sales director at Avannis. “But with our steady ‘drip’ of data culled from a cross-section of customers, community banks can improve customer engagement, help prevent attrition, and validate potential product investments.”
For more information about ICBA’s Preferred Service Provider program, visit www.icba.org/psp.
The Independent Community Bankers of America® creates and promotes an environment where community banks flourish. With more than 52,000 locations nationwide, community banks constitute 99 percent of all banks, employ more than 760,000 Americans and are the only physical banking presence in one in five U.S. counties. Holding more than $4.9 trillion in assets, $3.9 trillion in deposits, and $3.4 trillion in loans to consumers, small businesses and the agricultural community, community banks channel local deposits into the Main Streets and neighborhoods they serve, spurring job creation, fostering innovation and fueling their customers’ dreams in communities throughout America. For more information, visit ICBA’s website at www.icba.org.
Avannis has been dedicated to the financial service industry for 23 years, and provides daily voice of the customer insight. Avannis provides customer experience, and employee engagement feedback with no contract. ICBA banks have access to 22 studies with custom-built reporting. Most banks include feedback from many touchpoints and transactions, and from each segment of their customer base. The ICBA program fits banks with 2 branches, and 200 branches equally. Avannis offers every methodology technologically possible to reach customers. Most clients also include social media integration (so feedback of all kinds is in one place), ad-hoc and website comments, and employee climate research.
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