Web-based tools help to measure, improve customer satisfaction.

• Position: New Products

Two Web-based tools for assessing and improving customer satisfaction have been released by Customer Service Profiles, LLC, Omaha, Neb.

One tool, Reports onDemand, assesses customer satisfaction; the other, STARS, contains training tools to help bank employees upgrade their customer service skills.

In the past, the company provided its bank clients with simple summaries of employee performance scores, customer satisfaction indicators and customer comments and perceptions. Now, these summaries have been converted to an electronic format, where they can be summarized and accessed through Reports onDemand.

Reports on Demand gathers data from customer-based shopping processes and post-episodic telephone research using objective customer evaluators, verified via a thorough quality-control process. The compiled data is posted onto a secure website. Clients view a variety of reports tailored to their management level. Executives are able to quickly and effectively obtain high-level snapshots showing the trends occurring throughout their institutions, and have the ability to drill down to any region, branch or employee scores. They can compare specific regions or branch scores to determine which ones are under- or overperforming, Branch managers use this website for employee performance reviews as well as...