WHAT IS SLE INDEX SURVEY?
The SLE Index survey is an annual syndicate study that has been taking place since 2017. This study assesses customer satisfaction, loyalty, and engagement towards company performance. We believe that this study can generate a more comprehensive insight for your company, as the satisfaction index cannot be considered a competitive advantage. We have already conducted this annual survey in the finance industry. This year, we are expanding the survey to the e-commerce industry.
WHY DOES SLE BECOME IMPORTANT?
As competition in the banking industry becomes increasingly fierce, it is crucial to encourage each bank to continue striving to understand the needs of customers and ensure they can provide the best products and services according to customer expectations. However, it is found that fulfilling customer expectations is not always enough.
A study by MRI (2018) found that banking customers have more than one saving account (polygamous loyalty). Additionally, a recent high satisfaction score (> 80%) no longer becomes a competitive advantage. A satisfied customer is not always a loyal customer, and satisfaction scores do not always have a positive correlation with loyalty scores. Those who are satisfied or even very satisfied do not always become loyal customers.
Therefore, SLE (Satisfaction, Loyalty, and Engagement) will play an important role in measuring bank performance, not only for customer satisfaction but also for the emotional levels of loyalty and engagement.
OBJECTIVES OF SLE STUDY
This study aims to understand the behavior and habits of banking customers in using the bank's products and services, measure customer satisfaction, loyalty, and engagement of banking customers, identify priority improvement aspects for banks, and determine the needs and expectations of banking customers regarding the bank's products and services.
The information to be obtained ranges from customer behavior, customer experience, customer satisfaction, customer loyalty, to customer engagement.
