CTT Focus Group Survey - Pilot Participants



  1. CTT Usability: It is easy to navigate through the Customer Treatment Tool.
    Strongly Agree
    Agree
    Neither Agree or Disagree
    Disagree
    Strongly Disagree


  1. CTT Usability: It is easy to VIEW OFFERS and product information using the Customer Treatment Tool.
    Strongly Agree
    Agree
    Neither Agree or Disagree
    Disagree
    Strongly Disagree


  1. CTT Usability: It is easy to VIEW SALES HISTORY information using the Customer Treatment Tool.
    Strongly Agree
    Agree
    Neither Agree or Disagree
    Disagree
    Strongly Disagree


  1. CTT Usability: It is easy to RECORD (i.e. fulfill/accept) an offer using the Customer Treatment Tool.
    Strongly Agree
    Agree
    Neither Agree or Disagree
    Disagree
    Strongly Disagree


  1. CTT Usability: It is easy to DECLINE an offer using the Customer Treatment Tool.
    Strongly Agree
    Agree
    Neither Agree or Disagree
    Disagree
    Strongly Disagree


  1. CTT Usability: Overall, I feel that the introduction of the Customer Treatment Tool is a positive departure from our existing cross sell tool.
    Strongly Agree
    Agree
    Neither Agree or Disagree
    Disagree
    Strongly Disagree


  1. CTT Scripting: The inclusion of scripting in the Customer Treatment Tool will "support and improve my ability to offer product positioning to eligible Cardmembers."
    Strongly Agree
    Agree
    Neither Agree or Disagree
    Disagree
    Strongly Disagree


  1. CTT Scripting: The inclusion of scripting in the Customer Treatment Tool will "support and improve my ability to transition effectively from servicing to sales during my calls."
    Strongly Agree
    Agree
    Neither Agree or Disagree
    Disagree
    Strongly Disagree


  1. CTT Scripting: The inclusion of scripting in the Customer Treatment Tool will "support and improve my ability to probe more effectively with Cardmembers."
    Strongly Agree
    Agree
    Neither Agree or Disagree
    Disagree
    Strongly Disagree


  1. CTT Scripting: Overall, the scripting component in the Customer Treatment Tool is an effective tool that will improve my overall servicing and sales performance to provide premium value servicing and needs based selling to our Cardmembers.
    Strongly Agree
    Agree
    Neither Agree or Disagree
    Disagree
    Strongly Disagree


  1. CTT Training and OJT Support: The "CTT Training" I received prepared me to use the Customer Treatment Tool during the Pilot/Behavioural Pricing.
    Strongly Agree
    Agree
    Neither Agree or Disagree
    Disagree
    Strongly Disagree


  1. CTT Training and OJT Support: Overall, I feel that the training I received enabled me to use the Customer Treatment Tool back on the job, with success.
    Strongly Agree
    Agree
    Neither Agree or Disagree
    Disagree
    Strongly Disagree


  1. CTT Training and OJT Support: Overall, I feel that the on-the-job support I received during the PILOT/Behavioural Pricing Campaign, enabled me to use the Customer Treatment Tool back on the job, with success.
    Strongly Agree
    Agree
    Neither Agree or Disagree
    Disagree
    Strongly Disagree