Customer and Channel Satisfaction Measurement and Management (CSM) is a dip-stick research with m-banking customers and agents to understand the various factors that determine the success or failure of an m-banking service.
CSM involves using market research tools to gather customer/agent feedback around product (including pricing and commissions), marketing, technology, processes, agents and customer service. The objective is to pro-actively identify any problem areas and suggest corrective measures to ensure a high-class customer and channel experience.
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Related Documents
- E-Bulletin on New Methods to Measure Agent Networks - December 2011
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- Briefing Note 111: Managing Customer Satisfaction in Agent Banking
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