The Competitive Edge Approach

The true power of member and customer Effort Score (MES/CES), Net Promoter Score (NPS), and other metrics lies in their ability to help organizations drive the right actions to improve experiences. The Competitive Edge solution monitors and helps financial organizations take action to improve all member, customer, and customer-facing employee experiences.

What We Do!

• Event triggered & relationship surveys

• Real time, actionable reporting

• Ensure organizations meet member and customer needs 

• Develop plans to deliver the best service possible

• Minimize staff-time involved in managing surveys

• Receive statistically “representative” results about member and customer views & opinions

• Get alerts on feedback trends, perform DIY analysis, and measure the impact of new initiatives in real time

What Differentiates Us From Other Vendors?

Our Solution and Expertise Minimizes Staff-time Involved in Managing Surveys

Competitive Edge samples member or customer transaction data files (typically provided daily by your IT department) at the employee or channel level (user-ID/channel-ID) so that you have satisfaction and loyalty reporting at all levels: overall organization, region, delivery channel, branch, department, and individual employee levels. 

We handle everything to make it all happen thereby minimizing the time, commitment, and cost of staff to manage an entire survey process.

How Does Our Approach Work?

1. Timely, Continuous Feedback that Drives Results. Daily transactional survey data file extracts are securely delivered to Competitive Edge by your IT department in an automated way. Data files are statistically sampled, email surveys created, and then sent out quickly following the service experience. Certain channels can utilize email surveys exclusively (online and mobile banking, lending, new accounts, ITMs, etc.).

   We can also take care of in-brand, call center data files and we can split (i.e., “blend”) the sampling between paper and electronic/email surveys depending on email address availability. The system and process is designed to hold teams and individuals across the organization accountable for their contribution to the member or customer experience. Which  includes timely follow up with dissatisfied members/or customers to resolve issues so you  turn them into promoters of your brand and organization. 

   Timely and continuous measuring, monitoring, and reporting of the member or customer experience will drive loyalty. Our goal is to provide you with results that are statistically “representative” of your overall member or customer views and opinions about everyday performance behaviors of your front-line employees and other self-service touch points.  
   

2. Real-Time Online Reporting Dashboards & Email Alerts for Case Management. Competitive Edge provides up-to-the-minute access to survey responses through 24-7 reporting role-based dashboards. Also included are email alert notifications which are auto generated when question scores on surveys fall below a pre-designated number, or when key words or phrases appear in the comments and verbatims submitted (i.e., low, poor, bad, terrible, unhappy, unfriendly, call me, etc.). The email alerts help you follow up with members and customers to “close the loop” in a timely manner, particularly for members and customers who provide negative feedback. This allows you to quickly resolve their issues and identify the underlying root causes. 

3. Robust Unstructured Data AI-powered Analysis. Using AI powered, built-in anomaly detection & alerting, the XI Platform constantly combs through your data to detect and alert you to patterns, trends, and anomalies as they occur. Every alert provides an opportunity to replicate the good or troubleshoot the bad before it turns into a brand crisis. Structured feedback and scores can be great indicators for performance, but the game-changing insights are those hidden in your unstructured feedback. Many companies still spend hours upon hours analyzing them word-by-word when they should be using that time to make smarter decisions and ultimately drive change. Our industry leading AI does the heavy lifting on the text analysis, so you can spend time lifting your results.