Galileo From the Frontlines Survey March 2014
Name: 


  1. Based on your customer interactions, which of the following call type make them most aggravated?
    Declined Authorizations
    Gas Upcharges
    non-working Balance Financial Cards
    Authorization Release


  1. Please specify issues customers complain about the call type you identified in Question #1?


  1. What challenges do customers usually have when they need to fax documents for verification (in case of failed ID status or incorrect information on file)?


  1. Based on customer feedback, what functionalities or options you think should be added or changed in the IVR?


  1. What specific processes regarding Authorization Release makes it a challenging call type?


  1. What alternatives and/or suggestions do you have to improve the process for Authorization release?


  1. What additional functionalities or options should be included in the Customer Service Tool (CST) that will enable you to assist our customers better?


  1. What additional functionalities or options should be included in the THE SCOPE that will enable you to assist our customers better?


  1. When interacting with Balance Financial customers, which of the following categories is the most challenging for you?
    Product Information
    Balance Financial Processes
    Fess
    Limitations
    Updates


  1. How comfortable are you in handling Vision Premier Calls?
     
      1 2 3 4  
    Very Comfortable  Struggling


  1. What is/are your suggestion/s to make Vision Premier calls more manageable?


  1. What improvements on process or processes do you suggest to Balance Financial to improve customers' experience with our product?





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