Financial services and insurance customer experience management (CX) tools from the American Customer Satisfaction Index (ACSI®) are now available through Microsoft Dynamics 365 Customer Voice. ACSI was developed at the University of Michigan with extensive scientific backing. Now ACSI’s CX survey analytics for financial services and insurance are available in an easy-to-use tool.
Users of Dynamics 365 Customer Voice can add ACSI Analytics to obtain ACSI scores at any level (i.e., customer segment, branch, point-of-contact, etc.) and apply state-of-the-art forecasting technology to customer satisfaction, loyalty, and the financial value of the customer base.
ACSI Analytics offers a number of CX tools, including:
Survey templates: Seamless integration with Microsoft Dynamics 365 Customer Voice survey templates where users can access a library of rigorously ACSI-tested survey questions or apply their own questionnaires.
Situation Analysis & Benchmarking: See how your company compares with competition from more than 400 companies in 46 industries tracked by ACSI.
Customer Satisfaction Drivers: Identify what drives customer satisfaction - and what doesn’t. ACSI defines a driver in a way that is similar to the concept of elasticity in economics: the effect on satisfaction from a specified change in the driver.
Simulation: The causal drivers are inputs into ACSI’s simulation forecasting technology. It lets the user forecast what the expected results from various improvement strategies are likely to be in terms of customer satisfaction, retention and financial returns.
Continuous Updating: To check which improvement actions actually have the expected effect, ACSI Analytics allows for continuous updating with new data. It doesn’t matter if new data input is once a month, once a week, every day, minute or second, results are available in real-time.