WHAT IS SLE INDEX SURVEY?
SLE Index survey is annual syndicate study that has been taking place since 2017. This study assesses customer satisfaction, loyalty, and engagement toward company performance. We believe that this study can generate insight more comprehensive insight for your company since satisfaction index can not be considered as a competitive advantage. We have already conducted this annual survey on finance industry. This year, we are expanding the survey to e-commerce Industry.
WHY SLE BECOMES IMPORTANT?
As the competition in the banking industry is increasingly competitive, it is important to encourage each bank to continue to strive to find out the needs of customers and to ensure that they can provide the best according to their customer expectations for their products and services. However, it is found that fulfilling customer expectations is not always enough.
Study of MRI (2018) found that banking customer has more than one saving account (polygamous loyalty). Also, recent high satisfaction score (>80%) does not becone competitive advantage anymore. Satisfied customer is not always be loyal customer. Satisfaction score does not always have positive correlation with loyalty score. Those who are satisfied or even very satisfied do not always become loyal customers.
Therefore, SLE will play important part to measure bank performance not only for customer satisfaction but also for the emotional level (loyalty and engagement).
OBJECTIVES OF SLE STUDY
This study aims to understand behavior and habit of banking customers in using bank's products and services, to measure customer satisfaction, loyalty and engagement of banking's customers, to identify priority improvement aspect to banks, and to identify needs and expectation of banking customers about bank's products and services.
Information to be obtained ranges from customer behavior, customer experience, customer satisfaction, customer loyalty and customer engagement.