Customer Satisfaction
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Financial Services
What is this template and why does it matter?
It measures satisfaction with a specific branch, app, or call center interaction. It matters because trust and satisfaction are built or lost channel by channel, not as one institutional average.
What questions should I ask?
The core satisfaction rating, an open-text reason, and a question on ease of resolution and trust.
How many questions should it have?
4–6.
When / how often should you send it?
Right after the interaction.
What does a strong result look like?
A high satisfaction rate segmented by channel, with trust isolated as its own factor. Corvane segments by channel and isolates trust drivers automatically.
Use these questions as a starting point for your research.
Q
Overall, how satisfied were you with your [branch/app/call center] interaction? (1–5)
Q
What's the main reason for your rating?
Q
Was your issue resolved on your first contact?
Start with this research template and customize it for your study.
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