CFSC has thoroughly researched best practices in customer experience, and they’re evident in our project work.

Sample Projects

Evaluating the Welcome Call

To assist a mortgage lender in evaluating its competitors’ customer experience, CFSC researched the following elements: value propositions, customer satisfaction, frequency and timing of customer touch, magnitude and nature of customer complaints, repeat purchases, customer attrition, pricing modifications and channel flexibility.

Near Prime Cardholder Usage and Customer Experience

A card issuer wished to identify opportunities to improve the experience, satisfaction, and profitability of near prime cardholders. By employing an open-ended interview approach, CFSC was able to discover cardholders’ attitudes toward cards and credit, their reasons for accepting and using a new card, and their appraisal of their experience with the issuer.

Accommodating Spanish Speakers

CFSC researched the Spanish-language capabilities of three large bankcard issuers, three niche issuers, and three non-prime issuers. By conducting mystery shopping, interviewing industry experts, and exploring issuer websites, we were able to assess program intensity, marketing channels, and servicing materials.